Whitepapers

For many years there has been much talk about “Business IT Alignment”, yet almost daily we see situations where IT is clearly not listening or IT is hearing something completely different. Projects are cancelled because they are taking too long, not going to deliver, or have become self perpetuating.  Research conducted by iCore involving several large, global organisations indicates at Go-Live the support capability is woefully inadequate and ongoing financial provisioning is understated.

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How can you ensure that IT services facilitate outcomes that the Business wish to achieve without first defining what those services are in language understood both by the Business and the IT service providers? How can you take steps to cut the cost of providing IT services without first understanding what the end-to-end components of those services are?

This paper sets out practical steps for the creation of a Service Catalogue that fully defines the IT services in operation on a day-to-day basis, underpinning the business processes of a company.

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The benefits of adopting a Service Management best practice framework, such as ITIL, ISO 20000, COBIT etc. are often expressed as being organisational or cultural. This is undoubtedly true, but can implementation of Service Management best practice also deliver benefits that are quantifiable in financial terms?

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Investment in IT Service Management can be substantial, yet budget signoff can be a daunting task if business benefits are not clear. How do we create transparent and tangible benefits and develop trust when the gap between business and IT is so vast in the first place?

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Most organisations recognise that introducing ITIL will improve the efficiency and performance of its IT department, but unless you have effective measures in place how can this be demonstrated to the business? This paper puts forward suggestions for data collection and data reporting.

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