As I write this edition’s article, I am reminded it is not only fall, but also budget season for most IT Directors. So, it seemed like an appropriate time to talk about numbers. As the old saying goes, “what gets measured gets managed!”
As we all know IT systems have become integral to virtually all operations in every hotel casino environment today. There is hardly any task that does not require the use of some type of system. IT has become a major business operation inside almost every organization in the world. So maybe its time we started to think of it in terms of an internal business and measure it accordingly.
Over the last several years I have heard a series of similar laments from almost all of the IT directors as well as many of the executives in the organizations that I have had the opportunity to work with.
Their complaints typically fall into one of three categories: 1. Management frustration with the amount of money they spend on IT and the lack of understanding of the value received. 2. General frustration with IT’s ability to deliver the expected services from their internal customers. 3. The constant fire-fighting mode IT departments seem to find themselves in as well as the excessive number of projects they are expected to manage each year.