Having
discussed the various maturity levels, next important question for you is to
ask yourself what level is appropriate for your business and customers. Do all
IT organizations aspire to become ‘value-add’ business partners with their
customers? One can simply argue that if any of the core business process is
automated / enabled by some level of IT services, then IT is perhaps playing a
critical role in the success of that business. Other relevant aspects that may
be considered in determining the relative importance of IT are as follows:
·
Reports
and dashboards: Are reports and dashboards generated by using IT systems?
Are these reports used by senior management to make important business
decisions? Are these reports used by IT senior management to plan IT
improvements?
·
Computational
needs: Do businesses and / or customers and / or end users depend heavily
on IT systems to perform complex large volume data analytics and calculations?
Do these computations provide business critical information? Can businesses be
profitable without such computational capabilities? Are IT systems used to
store the results of these computations?
·
User
base: What percentage of total employees in your company (in case of
internal IT service provider) or in your customers company (in case of external
IT service provider) depend on IT for completing their every day tasks?
·
Business
challenges: Are business challenges associated with lack of proper IT
services? Does your customer’s business face challenges if IT does not deliver
right products / services at the right levels?
·
Communication
and collaboration: Do your customers use IT for collaboration and
communication related activities?
·
Business
process enablement: Is IT used to enable all or part of business processes?
·
Support
IT Services vs. Enabling IT Services: Finally, is IT used in a ‘support’
function or is viewed as an ‘enabling’ function? Do your customers / businesses
believe that IT is just there to support their work through email, storage,
telephone, and other basic support services? Or, is IT used to really enable
your businesses to better provide their products / services to their end
customers? For example, if you are in a manufacturing business, does your
business depend on IT for their supply chain management processes?
In
order to achieve Organizational Maturity Level 3 or above, a comprehensive
effort to improve service management processes needs to be planned and
implemented. If your organization is currently at maturity level 1, then
achieving maturity level 3 or above will mean more cultural transformation than
any other single factor. In the process, the overall IT capability – the ability of an organization to achieve
the most business benefits from its IT resources – is enhanced.
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