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5. IT support
This section provides insights into the performance of your IT support resources. It establishes whether or not there is a robust capacity model in place, and if you can measure return on investiment.
Roles and responsibilities
IT roles and responsibilities not clearly defined internally or in terms of dealing with outsourced IT provider
Roles clearly defined but no measurement system in place internally or for outsource service provider
Internal or outsourced performance metrics defined and measured
Internal or outsourced performance measured and benchmarked against industry best practice
IT support model
Outsourced break fix, time and materials or internal resource who's primary job is not IT support
External block hours or part-time internal resource
Outsourced fixed monthly fee, dedicated internal resource/s or combination of both
Internal or outsourced, cost or fees linked to performance
IT cost benchmarking
IT costs not accurately measured
IT costs measured and compared to budget
IT costs measured and ROI calculated
ROI measured against industry best practice benchmark
Reporting on service levels
No service metrics defined
Service metrics defined but not measured or reported
Service metrics defined, measured and compared with SLA (outsourced) or OLA (internal)
Service benchmarking with continual improvement mechanism
IT support capacity model
Resource deployment model based on workload
Resource deployment model based on infrastructure
Resource deployment model based on supported head count
Defined capacity metric linked to company gross profit
