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The CIO Playbook: Strategies and Best Practices for IT Leaders to Deliver Value by Nicholas R. Colisto

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Chapter 5

Step 5: Support

Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible.

Howard Schultz, CEO, Starbucks Coffee

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Support: Provide superior services to maximize the return on investment in business technology.
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IT support services are constantly being reshaped as long-established platforms are being replaced by those built on cloud services, mobile computing, and social networking. These transformative technologies are clearly making the transition from early adoption to mainstream adoption. They are also introducing complexity into the internal IT support model. But just because services are being moved to the cloud or to consumer devices doesn't mean IT should abrogate its responsibility to provide superior support services—the buck still stops with the CIO.

This chapter explains how to create a portfolio of services and set clear expectations with your technology partners and your end user community. While you will need to learn some new methods, they can typically be overlaid onto your existing support processes. Change can be difficult, but with a well-thought-out support program, IT can free itself of some of the nitty-gritty work of data center administration and focus on helping to enable business goals through the use of strategic technologies.

Create Service Level Agreements

Many IT departments pay lip service to establishing ...

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