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.

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.  

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