How does IT provide a consistently effective service? (Part I)

In previous blog entries we have seen how IT can contribute to innovation. However the day-to-day operations present challenges that require implementing solutions to solve them and contribute to creating value in the business. Among the challenges faced are:

• Frequent technical errors and failures in the infrastructure.
• Incidents that affect service levels and the perception of clients towards the business.
• Bugs and lack of compliance in quality standards of projects.

One of the ways IT can help minimize the impact of these issues is by implementing standards and methodologies that are adapted to the different areas of expertise within the organization, such as:

• Service Desk and contact centers in general.
• Maintenance and infrastructure.
• Projects and implementations.

The advantages of standardizing the operations within IT are:

• More consistent levels of service.
• Reduced number of incidents.
• Improved statistics and decision making.
• More control over operations.
• Compliance with quality levels.

Standardization contributes to the image and perception of the business from a client perspective. In this sense IT can contribute to the competitive advantage of the business while reducing costs derived from re-work and resolution of errors.