Once the ITG stage is reached, IT processes are fully integrated with business processes; thus potentially improving service quality and business agility for achieving entity objectives. Governance focusing on IT service delivery and support should address strategy, design, transition, operation, and continual improvement. Towards this end, entity oversight committee members, particularly non-executive directors, should ensure they are satisfied that adequate processes are deployed for each previously mentioned IT service delivery and support governance issue. In particular, if an effective ITSM framework is deployed internally and externally, IT units manage accepted service-level agreements (SLAs) to meet agreed-upon quality and cost targets.
“View Part I of the An Overview of IT Service Delivery and Support series here“