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
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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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 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...
Individuals, groups, or departments that assist the service desk or support center or its customers, but are not part of the service desk or support center budget. #SupportModels #BusinessAlignment #SupportOperations