IT Service Management: A Typological Classification of Policies for Governance

Abstract

Governance of production support engagements entails handling complex and volatile scenarios that occur in production support environment. It deals with managing numerous policies and implementing the optimal ones to achieve best results for both client and the vendor. Understanding these policies is critical to provide better governance of these increasingly large and complex projects. This paper presents a three layered typological classification of the strategies and policies commonly employed in a typical project. Such a classification, as has been demonstrated in the paper, will be useful in planning and executing projects by making policy interventions to keep the projects on track easier.