Page 315 - ITIL® Foundation 3.15

Achieving Balance between Conflicting Priorities
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
The old saying of “all work and no play makes Jack a dull boy” is very true. Just as in life, balance is also required in IT. Too much emphasis towards one area will always leave the opposing area lacking in attention. Within the delivery of IT services, this balancing act will focus on four specific areas (Internal vs. External, Quality vs. Cost, Stability vs. Responsiveness, and Reactive vs. Proactive). A balance must always be considered based upon the business customer that you serve and the objectives of that customer. Customers who are quality conscious will often demand more than is actually required to just “get the job done,” but should also understand that better quality costs more money than lesser quality (most of the time).
By understanding our customer’s objectives and plugging those objectives into planning and delivering IT services, we can adequately strike an appropriate balance between each of the perspectives.
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.