Building IT Governance: Assessing and Measuring PerformanceBy Adam Nelson | Posted 2008-11-26 Email Print
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While organizations have similar goals such as controlling costs and achieving data consistency, IT departments across government, corporations and nonprofits operate differently. IT management needs an overarching governance model like CobiT, ITIL, CMM and Six Sigma to ensure that investments in technology generate business value and mitigate risks.
PLAN AND ORGANIZE
- Define a strategic IT plan.
- Define the information architecture.
- Determine the technological direction.
- Define the IT processes, organization and relationships.
- Manage the IT investment.
- Communicate management aims and direction.
- Manage IT human resources.
- Manage quality.
- Assess and manage IT risks.
- Manage projects.
ACQUIRE AND IMPLEMENT
- Identify automated solutions.
- Acquire and maintain application software.
- Acquire and maintain technology infrastructure.
- Enable operation and use.
- Procure IT resources.
- Manage changes.
- Install and accredit solutions and changes.
DELIVER AND SUPPORT
- Define and manage service levels.
- Manage third-party services.
- Manage performance and capacity.
- Ensure continuous service.
- Ensure systems security.
- Identify and allocate costs.
- Educate and train users.
- Manage service desk and incidents.
- Manage the configuration.
- Manage problems.
- Manage data.
- Manage the physical environment.
- Manage operations.
MONITOR AND EVALUATE
- Monitor and evaluate IT performance.
- Monitor and evaluate internal control.
- Ensure compliance with external requirements.
- Provide IT governance.
Adam Nelson is director of management and IT consulting at Keane, a global IT consulting firm headquartered in San Ramon, Calif.