Key IT Process Management Areas Need Help

December, 2002

For any IT organization to run properly there are several key processes that must run efficiently and effectively. However, a recent study conducted by Computer Economics indicates that there is a lot of room for improvement.

Preliminary results of a study on IT operations process management, covering twelve key process areas, showed many important functions were not adequately managed. The following are the key process areas investigated in the study:

  • Backup and recovery management
  • Budget management
  • Change management
  • Customer management
  • Performance management
  • Personnel management
  • Problem management
  • Procurement management
  • Security management
  • Service level management
  • Vendor management
  • Workload management

A key question that senior IT managers were asked concerning these critical process areas was “How effectively are each of these processes managed in your organization today?”

The processes that received the worst score card included workload, performance, service level, vendor, problem, and customer management. Over one-third of the companies stated these critical process areas are not adequately managed today.

The full results of this study will be available in a special report later this month.

January 2002