Information and technology
Table of Contents
This dimension includes all the information created, managed, and used during service relationships, and also any tool and technology that supports a service to proceed or could help service management to develop itself. E.g. Analyze tools, monitoring tools, cloud computing, ticketing, workflow management systems, knowledge bases, asset management, and etc.
These questions should be answered among this dimension:
- What principal and supporting information is needed and managed by the service?
- How the information is handled in service relationship management?
Technologies should be:
- Compatible with the organization, the customer(s), other stakeholders.
- Aligned with policies and rules of the organization, the customer(s), and other stakeholders.
- Aligned with strategies of the organization, the customer(s), and other stakeholders.
- Viable in the foreseeable future.
- Acceptable by the risk appetite of the organization, the customer(s), and other stakeholders. This will be the subject of determining how much will the organization accept the risk of using improper technologies.
- Aligned with the skills of organization staff. The staff should have enough skills to support or use the technologies.
- Achievable.
- Considered in the field of Treats or opportunities.
Information should be:
- Available
- Reliable
- Accessible
- Accurate
- Relevant