Question

Develop a list of 10 to 20 ""discussion points"" about accessibility of the IT within the Call Center that will contribute to both business strategy and IT assurance.

Answer 1

ACCESSIBILITY OF THE IT WITHIN THE CALL CENTER THAT WILL CONTRIBUTE TO BOTH BUSINESS STRATEGY AND IT ASSURANCE

• Network security – data should always be kept secure this is important. Reason being sensitive information that may play a large part in the businesses progression or user data could be present. Also, access control plays a huge role in corporations.

• Benchmarking –The organization should compete at a level appropriate or even better compared to other entities within the same industry. If falling behind, that organization needs to know and come up with strategies to improve.

• IT processes – guidelines need to be in place on everything in an IT environment. Without such guidelines, implementation of new ideas, structures, or systems would become quickly complicated.

• IT controls – Controls are vital to ensure IT is within the lines of the organization’s goals and regulations.

• Objectives –   can be viewed as tasks or projects with shorter deadlines. It is important to have both objectives and goals to maintain forward progress.

• Resources – Without adequate resources, the IT department may not function efficiently. If users are waiting weeks for the simplest of requests, productivity is being hindered.

• Goals – Unlike objectives, goals tend to have larger and longer deadlines. Goals should be set for large projects or transitions. An example is implementing a new asset tracking system, it cannot all be done in one day, but may be made of many objectives.

• Information – An information pool is necessary and can serve as a knowledge base. No human can remember every process or procedure they have ever completed. Such processes and procedures should be documented for IT use.

• Planning – Planning needs to be organized by different individuals who are knowledgeable in different aspects of IT. If IT has plans, the whole department needs to know about them.  

• Users – Users are the reason IT even exists. It must be ensured that the IT infrastructure is functioning to its promised level of performance and utility.