Implenting ITSM: A Case Study Focusing on Critical Success Factors

Developing a Service Catalog for Higher Education ITS

By on Aug 11, 2012 in Implenting ITSM: A Case Study Focusing on Critical Success Factors | 0 comments

Lyons (2009) Developing a Service Catalog for Higher Education Information Technology Services This article is a great example of improving an IT system successfully. Often, IT systems can be ‘upgraded’ only to have negative impacts upon the end users, as they weren’t consulted or worked with alongside the project development. Hobart and William Smith Colleges customers for ITS were faced with a hard to use online system with services grouped according to their IT functions (database, network etc) rather than their desired end service result they were expecting to achieve. This creates a steep learning curve for the customers as they need to understand IT industry jargon, in order to use the services available. The developers came up with a few good approaches to rebuilding the existing system with the following thoughts: “First, our customers need to be able to easily and quickly access information when they want it”. “Second, once people find the information they want, they need to be able to take action to request the service or find out how to perform the steps necessary to do it themselves”. This gave them a good basis to begin with. Additionally it was established that: “Appropriate expectations for service level, cost, and time should be set at the beginning of any interaction so that assumptions and surprises can be minimized.” To meet the project goals they structured their surveying specifically to a core group of known customers with varying technical expertise and previous use of the online ITS system. The end result is great. A simple UX design with headings related to services such as “Fix A Problem”, which customers can predict the outcome and know they will get the service they require. Success was measured by a higher site visit count, improved customer satisfaction, and reduced customer call helpline among other things. A good example of a successful IT project to meet the customers needs....

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What Determines IT Spending Priorities?

By on Aug 4, 2012 in Implenting ITSM: A Case Study Focusing on Critical Success Factors | 0 comments

What Determines IT Spending Priorities? Source: Hoon S. Cha, David E. Pingry and Matt E. Thatcher The authors of the article go into great depths in order to explain how businesses determine the amount that they need to spend on IT. This is a difficult thing to prove as IT costs are by no means fixed and are rather intangible to account direct costs to. Businesses currently spend an average of around 40-45% of their budget on IT. It can be noted that companies can make comparisons on IT spending with their competitors to benchmark spending and budget allocations. This can be difficult as IT’s importance and characteristics vary greatly between businesses. In order to help businesses a survey was conducted on “1,495 business leaders in Alabama, Arizona, Colorado, and Texas during the 4th Quarter of 2005 to examine the firms’ IT spending priorities across business functions”. The survey focused on things such as industry type, firm size, location, and past IT performance to better judge budget allocation for that particular company. The results showed that the highest IT spending priorities are in administration, production, and distribution. The lowest were research and development and security. For some companies this may be fine. The general consensus from this is that companies are more focused on the running and profitability of their business than innovation and securing their systems. Security and innovation are becoming increasingly important items to cater for in IT, and hopefully this will become more aware in the...

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