A portfolio approach to managing information systems and technology services - moving from applications portfolio to service portfolio.
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Date
2004
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Publisher
Univeristy of the Western Cape
Abstract
To minimise costs, most organisations tend to outsource support functions that do not add considerable value. Through effective management of operations Information Systems and Technology (IS/IT) functions have been striving to improve to avoid being outsourced. Effective management has been in a form of a cycle of measuring and improving the effectiveness of the operations of the organisation. The question is what do you improve? Resources are scarce therefore; managers need to find a way of prioritising needs for improvement. Classic literature reveals that most IS/IT functions have concentrated on improving tangible support (e.g. software, hardware, manuals, etc) and later processes that produce tangle support (e.g. systems development life cycle, project management, etc). Lately more effort is being focused to managing intangible support in a form of services ( e.g. answering questions, installations, fixing PC's/desktop support, etc) to improve overall IS/IT support. This is noticed in literature written on IS/IT service management transcending from efforts originating from the field of Services Marketing.
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Keywords
IS/IT department effectiveness, IS/IT service quality, SERVQUAL, User performance, User perceptions