The sprawling of the Internet into all segments of the industry that promotes e-services, e-government, e-education, e-commerce , and the emergence of network based business driven application systems heighten the importance of infocommunications technology to government, education, business, and advocacy groups.
On-line information generation, service provision, and data sharing have tremendously affected strategic direction of all organizations.
But to reap the benefits entails effective infocommunications technology service management.
If well managed and tailored to suit the organization requirements, the investment on technology, people, and process improvement can greatly enhance the service, governance and business capabilities. Without the enterprise level attention and coordination, infocommunications technology could be a distraction to operations, instead of bringing value to the organization and targetted beneficiary or users.
Hence, top level management needs to properly direct the following:
1. The examination of issues and tasks in planning, implementing, and improving service management processes in the organization in the context of infocommunications technology.
2. The management of infrastructure build-up and application acquisition that gives emphasis on insuring that infocommunications technology projects and strategies are tightly aligned with those of the business units throughout the project lifecycle, and give business the realistic value to the investment.
3. The control of the processes associated to service support, which means the efficient and effective handling of the day-to-day support and maintenance activities involved in the provision of infocommunications technology services.
4. The facilitation of the processes associated to service delivery, which means the rightful guidance on planning and delivery of infocommunications technology services based on well defined strategic directive and quality metrics within short term or long-term framework.
5. The looking forward and handling of security risk and provision of continuity plan of the infocommunications technology services.
This open content presentation promotes best practice framework on ICT Service Management in the ICT Service Department in both government and non-government organizations. The objectives are:
- Identification of the common terminologies, components, process, goals and activities of ICT Service Management
- Provide self-assessment guidance to view current state and to plan improvement
- Identify best practice references to serve as benchmark, and starting point to jumpstart implementation to ensure quality ICT services based on reasonable expectations, and strategic directives of the organization.
The information, documents and software introduced in the presentation belong to the cited author(s) or company(s), and subject to the copyright and licensing terms of the original author/s.
