Information Technology Service Providers use of Service Delivery Methodologies as a Trend in delivering successful IT Project.
Information Technology (IT) Service Providers Service Providers are companies that provide other organisations with augmented ranges of IT services to enhance or supplement the organisation internal staff, IT technology delivery or IT technology needs. The services provided can range from delivering simple services such as IT desktop support through to more complex technical consulting, application development, or datacentre solutions.
The IT service provider’s capability to successfully deliver these simple or complex IT projects to the organisation they are employed by can be aligned to two distinct items.
1) The use of the correct IT service delivery methodology:
- An IT Service Delivery Methodology is a repeatable and extensible framework used to rapidly design, deliver, measure and improve your IT services. (Smith, 2010)
The service delivery methodologies that the IT service providers use are varied and can be made up of parts from many methodologies as well as industry standards. Key methodologies in use in IT service providers and IT departments are Rapid Application Development (RAD), SCRUM, Waterfall development, Prototyping, ITIL, TOGAF, Prince 2, Six Sigma, ISO 27000 Series (International Organization for Standardization, 2005). (ABC-Groep, 2011).
2) Correctly defining the key success criteria for the IT project and thus the IT Service Providers goals and objectives:
- Defining a success criteria and what makes up what success is for the IT project and therefore the success of the IT service provider can usually be split into standard categories the main ones being “Business, Project Management and Technical Success” (SYMONDS, 2012). As well as these standard categories reporting on Key performance indicators (KPIs) are common (Suchan, 2003), an example of a KPI would be in an IT project “Reduce infrastructure costs by 10%” or “Increase application performance by 15%”
Delivering an IT project by identifying or not the correct service delivery methodologies and the success criteria’s can lead to a success or failure of the IT project. Identifying and aligning all parties involved in the IT project with the IT service provider’s service delivery methodology chosen and success criteria from the start of a project to an end of a project can streamline and drive toward having successful outcome.
Three summary areas or questions that can benefit and help to identify the correct service delivery methodology and success criteria’s
Three summary areas or questions that have worked toward streamlining and assisting identify the correct methodology and success criteria’s thus creating a framework for success and reducing miss-understandings are:
- WHY are we:
- Wanting to do the IT project?
- Why should we use a specific methodology?
- HOW are we going to:
- Identify the correct methodology?
- Align everyone and stay aligned to this methodology?
- Execute on this project?
- Measure we are succeeding?
- Manage miss-alignment and change?
- Methodology are we going to use and stick to?
- Are we going to report on?
With so many methodologies and criteria’s used there can be misunderstanding based on lack of knowledge or disagreements based on miss alignment. Once alignment has been created on these two distinct items Methodology and Success Criteria IT Projects and IT Service Providers can be focussed more on the delivery and execution of the project and successful outcome.
ABC-Groep, 2011. IT Buzzword Bingo, Ekeren,Antwerpen, : s.n.
International Organization for Standardization, 2005. ISO 27000 Series, Geneva: International Organization for Standardization.
Smith, D., 2010. itsmf – Service Excellence using an Integrated Service Delivery Methodology. [Online]
Available at: https://www.itsmf.ca/documents/show.php/16713/
[Accessed 28 03 2014].
Suchan, J., 2003. Define your project goals and success criteria, Seattle: Microsoft.
SYMONDS, M., 2012. WHAT IS PROJECT SUCCESS?, s.l.: PROJECT MANAGEMENT ARTICLES.