Achieving the efficiency frontier in IT service delivery

Abstract

This paper researches and implements the best practices that lead to best performance in Information Technology service delivery. A customer quality defined standard is created by benchmarking the Information Technology Service Regions. The Data Envelopment Analysis (DEA) methodology is used as a benchmarking tool to locate a frontier which is then used to evaluate the efficiency of each of the organizational units responsible for observed output and input quantities. The inefficient units can learn from the best practice frontier situated along the frontier line.