IT Toolkit: By James Stapleton

1. Establish a competitive-edge strategy for specific services;

2. Have mission/vision statement

3. Business Planning: forces you to concentrate on all the aspects of the project;

from identifying opportunities, to exploring risks, to putting figures to ideas. 

4. Have a good strategic alignment, bring IT and business together in order to provide a greater infrastructure for your company.

5. Identify your customer

6. Make the Help Desk’s effectiveness a priority.

7. Ensure that IT costs and cost recovery methods are transparent and clearly communicated.

8. Use project management

9. Consider service level agreements (SLAs) a formal contract between the IT department and the bureaus, and report on performance metrics specified in the SLA.