Which IT management action is most likely to produce long-term improvement in IT service delivery and customer value?
An organization is undergoing a digital transformation. One of their objectives is to increase customer engagement through the new digital services. Senior management believes the IT department is not evolving fast enough to deliver on the new organizational vision. Which IT management action is most likely to produce long-term improvement in IT service delivery and customer value?
OPTIONS
- Implement a training program to clarify the organization’s digital transformation objectives and how this impacts staff jobs and roles
- Complete a staff skills assessment to identify where the organization is lacking the digital skills required for successful delivery
- Work to establish a culture of continual improvement that includes strong governance
- Complete a process inventory and identify those that are most likely to be contributing to poor performance for improvement efforts
ANSWER
Work to establish a culture of continual improvement that includes strong governance
EXPLANATION
Long-term improvement success is the result of a culture of continual improvement. In almost every case, an organization with a strong culture of continual improvement will also have a strong governance capability that allows them to allocate resources and provide the management and leadership necessary for successful improvement initiatives.
