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Compliance with the Sarbanes-Oxley Act and numerous other regulatory standards is another obvious benefit - and is often the impetus for IT executives to start looking at process frameworks. Other - and perhaps longer-term -gains are the cost cuts and labor reductions that result when an IT shop deploys processes to which all staff members adhere.

Best-practice nirvana occurs when IT is able to align with business by helping network managers translate their services into business terms and assign a usinessrelevant priority to their tasks. Which frameworks an organization starts with depends on its goals. any industry experts say even though ITIL is quickest to deliver incremental results, COBIT is a good place to start. COBIT can help IT shops prove they are performing the processes laid out in the other frameworks, as it is a common tool for auditors.

IT Can Boost Call-centre Performance

Most companies have already achieved the easiest iinDrements in call-center productivity. Management techniques focused on frontline coaching, performance measurement, and tailored training have been improved. The next wave of improvements will probably come from using technology to automate contact with callers, to help frontline staff resolve calls, and to handle call volumes more efficiently. Careful analysis is required to prioritize these investments. And new technologies will yield substantial benefits only if accompanied by the necessary changes in management, incentives, and behavior.

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* Contributed by: -
Pankaj Kumar,
Batch of 2006-2008,
National Institute of Industrial Engineering, Mumbai.