4.3 Human Resource Management
A competent workforce is required for the creation and delivery of effective IT services to the organization and requires close coordination with the Human Resources (HR) office. The workforce management responsibilities delegated to the line managers of the IT organization should be guided by defined and agreed-upon practices for recruiting and retaining staff. This should include a training plan, routine performance appraisals, and clear criteria for promotions and disciplinary actions. This process is critical, since the creation and delivery of IT services are heavily dependent on the motivation and competence of IT personnel.