April 12, 2011

    Rey Rios from TeamQuest gave a great presentation on Joining the Journey to IT Maturity. Rios has 15 years of IT industry experience with 10 years focused on supporting Performance and Capacity Management products.

    IT Maturity matters the most when it is correlated to customer satisfaction. Each level of maturity gets you closer to achieving better customer satisfaction and thus adding value to your IT organization, your business your customers.

    Focus on processes, but make sure the process is aligned with the business objectives and has a focus on the customer. IT processes are key to grow customer satisfaction, reduce errors, reduce costs, improve services and ultimately increase revenues.

    Perceived Quality and Perceived Value. Customer Satisfaction is a only a perception. And it is only the customers perception, not the IT organizations perception. Value is a key differentiator to customer satisfaction. Value does not mean that services are cheaper, but how the service quality is relative to what they paid. This is important to know, because if this our driver to mature and improve services, then we must understand how to affect the perception of value. Value is also the ultimate desired result in the Maturity Model.

    What's the problem? Optimize performance of the current infrastructure, build capacity for new services--avoid overprovisioning (avoiding this saves money) Prevent incidents or improve the quality of service. Results: Wasteful, inefficient, unplanned, uncertain.

    So, where do we start? Self Assessment (www.teamquest.com/maturity). And the other place to start is with core services first.