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Supporting Management for Corporate IT Departments
A critical driver of an IT department's ability to optimize services is the management of inbound requests. For most IT organizations, the main interface with the line-of-business client is over support requests. As a result, responsiveness to requests has a significant impact on client satisfaction and perception of IT. From an IT management perspective, the volume of reactive or support-based work is the most difficult to predict and can result in significant resource consumption. Additionally, what might seem like a support request in the eyes of the business could really be a software defect, change or issue that could require more than just an hour or two of work.
In order to maximize client satisfaction and IT resource manageability, organizations need to adopt holistic IT management solutions that include seamless and integrated management of any inbound request. Flexible IT management systems allow for requests of any type to be routed and queued appropriately, ensure that nothing falls through the cracks and that the effort is captured. Integrated workflow for managing all demand for services ensures that requests are dealt with by the appropriate staff in an appropriate and timely fashion and that formerly hidden or untracked costs are recognized. Managing support as an integrated part of IT makes it possible to proactively manage client satisfaction and determine the true cost of supporting critical business systems.
Compuware offers integrated request and demand management as part of its IT Governance by Changepoint solution.
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