· Each call out is billable to at least 1 hour.
This may be time that no one is even noticing…. Except your customers, whose expectations for service has degraded to a point where there is an expectation that the service in question will have particular challenges.
Forget about the downtime outage costs, the overtime costs. This cost (which you may not be able to quantify) is priceless!
· Regular touch points with business stakeholders should be held to ensure we are hitting the mark on serviceWe must stop assuming that the left hand in IT knows what the right hand does. Communication is Key
We need to align IT to help the customer achieve their business outcomes. Work Smarter not Harder
· Work with the business to know what the business outcomes are and align IT goals around themFine tuning underlying Processes (in this example Problem Management) should be kept simple. See above