Aligned with the generally accepted IT value definition; IT service basic principles should deliver appropriate quality, on-time and within-budget, while achieving promised benefits. Where these basic principles are earnestly harmonized, IT service delivery and support benefits usually translate into attainment of: competitive advantage, reduced elapsed time for service request fulfillment, customer satisfaction, reduced customer wait time, as well as increased employee productivity and profitability.
To enable beneficial IT service delivery and support (as with all processes) appropriate objectives, goals, policies, procedures, standards and rules are required. Specifically, utilizing standards for ITSM usually generates benefits the moment an entity decides to outsource a business process.
“View Part I of the An Overview of IT Service Delivery and Support series here“