IT Services: Costs, Metrics, Benchmarking, and Marketing

4.5. Services Linkages

Vertically linking services to the business mission can be adequately addressed in the traditional hierarchical approach described above. The more complex object-oriented approach covered how services can be linked in multiple directions, again described above. Since services do not exist in a static state, the logical flow of the services is another view that must be addressed if the ISD concept is to be successfully executed.

The ability to link and trace each service delivered in an ISD program to enterprise goals and objectives and, ultimately, the mission itself, is key to being able to justify and, if necessary, defend resources utilized to deliver the services. Whether the linkage from the services to the mission ...