The institution implements a service desk to provide a single, central point of contact for all users, enabling them to request standard services, and to provide information about services and procedures for obtaining them.
The institution implements ICT operations management activities, which perform the daily operational activities needed to manage ICT services and the supporting ICT infrastructure following systematic and standard practices.
The institution implements systematic and standard technical management practices to ensure the availability of resources to support the service life cycle.
Technical management activities involve planning, implementing and maintaining a stable technical infrastructure and ensuring that required resources and expertise are in place to design, build, transition, operate and improve information technology services and supporting technology.
The institution implements electronic-based services (e-services) to improve service delivery by enabling users to interact with the institution remotely, and eventually autonomously.
Such e-services are multi-channelled, being based on different mechanisms (e.g. the Internet, mobile phones, call centres, kiosks).
The institution establishes a systematic and standardized framework for developing and managing its software applications throughout their life cycle, including requirements, design, the build, deployment, operation and optimization.
This set of guidelines addresses the delivery and support of ICT services, covering the aspects related to the overall software and service life cycle (planning, development and software construction, operations and maintenance). The purpose of ICT service delivery is to provide agreed levels of service to users, and to manage the technology that supports the application of administrative procedures implemented by the institution.
The institution monitors the performance of ICT-enabled investments and services, evaluates whether they generate the expected value and match the institution’s goals, and determines whether adjustments are necessary.
The overall goal is to ensure that value is created and continues to be created throughout the investment life cycle.
The institution establishes processes to implement and manage ICT investments, acquisitions and contracts, taking into account (institutional and ICT-related) strategic plans, technology roadmaps and good governance principles, aiming at optimizing ICT value realization.
The purpose is to optimize the performance of the overall portfolio of ICT resources and related activities in response to programme and service performance and changing priorities and demands.
The institution clearly defines its own concept of value and the management practices devoted to generating the results expected from ICT-related investments (in ICT-enabled initiatives, services and assets) throughout their economic life cycle.
This involves defining the value of the outcomes to be achieved, analysing the cost-result of ICT investments and evaluating the return on investment of ICT-related initiatives.
Taking into account the corporate impact and dynamics of ICT, investment proposals in ICT should be considered with appropriate care, diligence and soundness.
