Service Delivery

CTO's must ensure each team receives the services they need with the required support. Whether the team resides in the human resources department or whether in marketing or sales, users count on the technical department to deliver the tools they need for their job consistently and with a high level of service. Service delivery uses monitoring and escalation techniques to ensure the constant availability of services. Incident management, problem management and the capture of incident profiles are some of the key aspects to successful service delivery. A comprehensive and well thought out policy ensures that an organisation's current infrastructure and systems consistently meet user expectations and internal service level agreements between the business and the technology teams.

Service Management

Ensuring adequate service delivery is crucial for a business, however the underlying infrastructure, its flexibility, scalability and resilience are essential for ensuring service delivery is not overwhelmed fire fighting issues that may not necessarily otherwise arise.

Investment in the systems and infrastructure required to ensure correct logging, escalation and resolution of issues is crucial. Budgets within technology are often split between service management and service delivery. Organisations have the unenviable task of providing budgets for strategy, projects and fire fighting.

Availability Management, Capacity Management, and Configuration Management are some of the concepts today’s leading telecoms, banking and other technology intensive institutions are adopting to help manage their technology better.

Delivering Services Externally

Many companies such as banks and utility companies have external customers that access the company's databases and servers. Moreover, service level agreements not only apply to internal corporate users but to the consumer on the street. Where organisations have valued customers and are looking to increase market share, online services can provide the distinctiveness and flexibility of service that consumers expect.

Internal technology systems such as corporate networks and security systems including VPN technology, firewalls and corporate security policies are necessary for providing such services.