In an increasingly complex and competitive business environment, CIOs must lead their organizations through a transforming period of change. As technology continues to evolve at breakneck speeds with new innovations coming out every day, financial constraints brought upon by turbulent economic conditions, and competitive risks, CIOs are finding it increasingly difficult to stabilize the operations and maintain the uptime and availability of their products and services.
The C-Suite is a difficult place to be. What these executives need more than anything else right now are stable IT systems so they can focus on other important business issues.
So the question arises, what are the core focus areas for these leaders?
First: Strengthening service performance management, This involves developing operational reports to track and trend performance, defining key metrics, and analyzing data for historical and forward-looking insights.
Second: Improving knowledge/quality/ and skills management systems. This involves ensuring the knowledge base is accurate and current, ensuring the total quality management system is in place to look at tickets, calls, and customer satisfaction surveys. And, ensuring skills are monitored via skill gap analysis.
Third: Driving continual service improvement. This involves converting findings and recommendations from the analytics, knowledge, quality, and skills programs into prescriptive actions. It involves tracking those actions to closure via the CSI register, and it ensures actions produce agreed to business outcomes.