Reinvesting the IT Dollar: From Fire Fighting to Strategic Services


We spend 30% of our IT budgets developing new IT services and 70% on maintenance and putting out fires. Project management processes help us spend the 30% strategically, but similar processes for maintenance services are rarely in place. Using service management best practice processes, the University of Sydney Library reduced its "firefighting" by more than 50% and redirected its IT resources into strategic enhancements within two years of implementation.

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