Day-to-day IT support should inform longer-term technology decisions. Incident, problem, request and change processes can connect with a service catalogue, knowledge base and CMDB. Approaches such as ITIL should be considered against the organisation’s scale and needs, with an emphasis on clear ownership and traceability.
Scope
- Incident, problem, request and change processes
- Service catalogue, support priorities and escalation
- SLA targets, ownership and service reporting
- Knowledge bases, procedures and user documentation
- Inventory / CMDB and service dependencies
- IT strategy, budget, project portfolio and roadmap
- Risk, policy, standard and access-review records
- Technical evidence and action tracking for audit preparation
Intended outcome
An IT operating model connecting business priorities, ownership and records, with support and improvement in the same picture.