Developing a high performance IT service is a complex process Measure what it is that an IT service organization is trying to optimize Adopt the appropriate managerial accounting standards Time and charges reporting disciplines. Expose the key performance indicators (KPIs) and business metrics. Align all the processes of the services organization to the objective of optimizing those performance measures. This final sequence is a contextual effort, Each layer of successful process improvement Makes it possible to effectively address the next
The optimization of a service organization is Strategy What clients do we engage? What do those clients value? What practices do we develop?). Structure: Form to fit function Is this business a PSG or PS structure? Should there be structural convergence of sales and service? Is the service organization a profit center or cost center? Measures, Policies and Process OptimizationThe adoption of the appropriate performance measures Sequential implementation of best practices (i.e. Are policies and tactics designed / aligned to achieve GP targets?).
Business Assessment Framework for IT Professional Services.