Problem
- Rapidly changing market demands and a multitude of internal company requirements: IT has to cope with a large number of issues and deliver projects quickly, temporary arrangements are the order of the day
- The high number of issues and problems in day-to-day operations is barely manageable, IT staff are getting bogged down
- High level of user dissatisfaction because agreements with IT are not fulfilled and quality of delivery from IT is perceived to be sub-standard
Contribution of ResultONE
- Development of an IT resource overview which includes all the areas to be covered, breaks down the degree of coverage of resources and presents what is actually deliverable in a transparent way (“red line”)
- Setup of a system for evaluating and prioritizing different project types and day-to-day activities. Result: all activities to be carried out by IT, prioritized on one list
- Organization and establishment of an IT steering group with all the important stakeholders, which decides continuously on the optimal use of resources from the overall perspective of the company
Outcome
- High level of acceptance of the transparent management of IT deployment according to clear rules
- Significantly improved user satisfaction: promises made by IT are kept, quality of IT services significantly improved (“less is more”), IT support that is not essential no longer requested thanks to the support of users
- Stakeholders have to put forward arguments for IT resource deployment, bringing about a change of image for IT