An element of success that must happen if an IT service, process, plan, project, or activity is to succeed. #Practices #CSF #Metrics #ITSM #BusinessAlignment #ITIL #SupportOperations
A financial calculation used to analyze the direct and indirect costs of owning and using hardware and software. #BusinessAlignment #FinancialManagement #BusinessValue
An approach to enterprise-wide support center management that treats several geographically dispersed support centers as if they were a single support center. #SupportOperations #BusinessAlignment #SupportCenter #SupportModels
A view of the future state of the organization or department. It is an "ideal" picture of what the organization wants to become, as viewed by customers and employees. #BusinessAlignment #OrganizationalChangeManagement #Leadership
A third-party, external company that supplies goods or services to the support center or customer. #BusinessValue #FinancialManagement #BusinessAlignment
Reviewing vendor performance and responsiveness through statistical problem reports. #BusinessAlignment #ITSM #BusinessValue #FinancialManagement
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A measure of the degree to which a service or business process has been effected by an incident or problem (e.g., the impact on the organization in terms of the number of services, users, or potential financial loss). #BusinessAlignment #ITSM #BusinessContinuity #DesktopSupport ...
The middle of three levels of planning and delivery (strategic, tactical, and operational). Tactical activities include the medium-term plans required to achieve specific objectives , typically over a period of weeks to months. #BusinessAlignment #OrganizationalChangeManagement
(1) A quantified, specific statement identifying what a service desk or support center will accomplish over a period of time, such as “reduce total cost of support by 15 percent during Q3” or “decrease customer downtime by twenty-five hours per quarter during Q4.” (2) The defined purpose or aim...
A careful method or plan. #OrganizationalChangeManagement #ITSM #BusinessAlignment