Technology resources have traditionally been managed based on technical capabilities of underlying infrastructure such as networks, systems and applications where each technology is managed separately and evolved over time unilaterally. Today, most organizations have recognized that this approach to IT management is no longer viable.
Technology is the only resource that has a direct one-to-one relationship with every other functional unit on a day to day operational basis; as a result it holds the greatest organizational dependence, the most corporate/enterprise wide demands, the greatest potential for variation of quality, waste and errors that can plague day to day operations and is quickly becoming the most audited function in an organization. Ironically, for most Small and Mid-Market companies it is also the least understood by Management and Non-IT Staff.
In response, organizations and their business leaders have begun to demand a more holistic approach for managing IT resources. IT must demonstrate that they really provide value to the organization. Outsourcing has been an important driving factor over the past few years where outsourced service providers are essentially coming in and selling a higher service quality than is currently available internally. This is often done, or at least sold, at a lower overall cost to the organization.
Organizations have been taking these claims seriously and outsourcing many aspects of IT where the outsourcer commits to a particular level of service and then delivers to that level. More and more internal resources are being viewed and measured against the same metrics as an outsource service provider, they must essentially compete with outside organizations on a cost and quality basis.
Executive Management is pressuring IT Management to reduce costs, improve customer satisfaction, and manage IT capabilities from a service prospective.
At Sisgrate, we assist organizations develop IT-based service management capable of competing with the clarity of value that third party / outsourcing companies provide to ensure a positive customer experience focused on improvements in customer satisfaction. Through the design and development of a service oriented approach combining Senior Management awareness, with business-value standards for guiding management, and the development of new processes to achieve increased awareness, value for money, improved success and greater efficiency.
The types of benefits achieved beyond improvements in the customer experience include better alignment with business goals, reduction in response time and improved availability of IT-based services, greater control over IT expenses including improvements in IT's ability to justify necessary expenses, and reduction in operational errors.
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