C H A P T E R       4     

Service Delivery Management

This chapter is about production support, otherwise known as service delivery management. In the past few years, it has emerged as a major revenue earner for the traditional IT services companies across the world. Service-level agreements (SLAs), process automation tools, and many other things that you need to know about service delivery management are also discussed. The chapter ends with a case study on service delivery in a Fortune 500 company, discussing the company's service delivery organization (SDO), its real-time SLAs, and much more.

In most of my client engagements, around 80 percent of IT budgets were spent on supporting and maintaining existing applications. It's very likely ...

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