Delivery of Service
In so many companies IT find themselves expected to act without being provided sufficient information to do the task in hand and when they cannot deliver they are chastised for their lack of performance.
It is common to find IT not being supplied with enough staff to cope with the calls. When IT state that statiscally they do not have sufficient resources to cope with the incoming requests, old that there is and that they should “get their act together” or words to that effect.
Why is that? Both parties are right to a certain level, there is a resource issue and management are right in stating that the IT is not getting it right, there is a failure of communication on so many levels. To run any department there needs to be clear guidelines of what is expected. Procedures have to be put in place to enforce compliance, if things are not working why? ITIL provides great guidance on problem management. Below are 9 steps that should be taken.
- What is needed is the customer provides the necessary details for the work to be done, if not extra time is going to be required to gather that information.
- Before the work is done that task in hand has been authorized and a budget been agreed?
- A check is done to see if it is viable
- If it is viable, can it be delivered on time?
- If it is hardware or software is it in stock?
- if it is not in stock is it possible to provide an ETA?
- Does the ETA fall within scope of the the request?
- With the requested item in stock are there any delivery issues that could hinder deployment?
- With all the above factors considered a realistic timescale needs to be arranged with the customer so that deployment can be arranged.
In the real world a manager turns up complaining that the guy he has just hired hasn’t got any kit so provide now as his new recruit is costing the company a fortune. Maybe if this manager had did a little planning this wouldn’t have happened or maybe if the company had better processes in place IT would be able to provide what ITIL call service value.