In most organisations there is considerable reliance on the staff employed to get the required work completed in the specified manner, and within the required time-frame.

Codes of corporate governance encourage companies to deploy a system by which the current and future use of IT is directed and controlled. A system that increases visibility empowers management to track service levels through real-time dashboards that give managers key information about progress from both business and technological perspectives.

Management systems built using dynamic infrastructure deliver the scalability and flexibility needed to support unpredictable business workloads and enable organisations to integrate business and technical management, generate new services and make changes, while reducing business risks and fulfilling regulatory compliance obligations.

Through a combination of management planning, choreographed execution and automated triggers, IT teams are able to achieve significant improvements in productivity, higher levels of customer satisfaction, lower downtime and a reduction in operational costs.

Well designed processes, with carefully thought through actions can be more effectively managed with the aid of a management system. Managers are able to put operational staff on “autopilot”. Staff are able to follow regularly updated instructions about work tasks to be performed at designated locations, communicated to and displayed on each individual role’s ”To Do” list together with information regarding the task, the priority, sequence of execution and collaboration required.

Management requests for tasks to be actioned should generate work tickets that are assigned to members of the IT team, along with the information needed to undertake the assigned tasks. Following fully integrated, end-to-end ITIL processes, staff should execute the required work while providing management with a high degree of visibility of the progress made in collecting information and actioning tasks.

Any failure of IT to support business initiatives optimally through quick response could translate directly into downtime affecting the entire business. Increased visibility and tracking of progress ensures management are able to monitor closely, determine and effectively manage the quality of service delivered to customers.