With IT applications attempting to support every possible organizational structure and business process, operational simplicity can proportionally diminish or vanish for users. Despite transparency provisions through graphical user interfaces, color diversity and help messages; IT complexity can introduce malfunctions or imperfections that may stymie objective achievement. Consequently, incident or problem conditions must be addressed by competent employees if IT is to sustain perceptions as an effective tool for accomplishing entity-centric functionality and reliability objectives. Therefore, management should consider IT service delivery a foundational component for effective IT governance as well as entity governance that requires periodic IT audit or review assurance.
“View Part I of the An Overview of IT Service Delivery and Support series here“