08 January 2011

So what about the poor IT services consumer?

The IT community tends to focus on improving their own processes and organizations for the supply of IT services and it’s right that they do so. But on the other side of the demand-supply chain there’s another realm of responsibility that doesn't get as much attention. Often this is the weakest link in the chain, resulting in a disappointing return on investment in IT. What kind of responsibilities do user organizations have regarding demand and consumption of information and IT services?


· Effective usage of information and information systems

· Ensuring the quality of data

· Interacting with the IT department regarding service calls, service requests etc


· Translating needs into requirements and specifications

· Interacting with the IT department regarding changes and projects

· Designing the manual and procedural side of information systems

· Preparing for transition in the user organization

· Reviewing and testing of the information systems and the organizational readiness

· Implementing change in the user organization

Management & Improvement

· Monitoring the quality of information and its use, including security aspects

· Identifying opportunities to achieve business goals using information (technology)

· Determining new and changed requirements

· Business cases and funding

· Procurement and contracting of IT services

· Interacting with the IT department at a tactical level (services, service levels etc)

· Deciding on and managing changes and projects


· Determining strategic goals, direction and architecture for information as an asset for the organization


· Determining strategic relationships and governance of use of information (technology)

The Business Information Services Library (BiSL) offers guidance for user organizations with respect to how to achieve and maintain an effective and efficient information provisioning, including the relationship with the IT department. It is targeted at both at roles that are directly related to information management, such key-users, information managers, information analysts, business analysts, enterprise architects, but also at roles such as line managers and directors who have the responsibility for ensuring that information is used appropriately within their departments and divisions.

BiSL is free guidance for user organizations, provided by the not-for-profit ASL BiSL Foundation. If you're interested in learning more I'd recommend downloading the free Management Guide.