Chapter 7. Service Delivery Roles and Responsibilities

While IT Services represent the pinnacle of the ITaaS framework—and often receive the most attention—it is ultimately the team of people who take on the deliver of Services that drive value and represent the foundation of the framework. Service delivery roles defined by the ITaaS framework put the Service delivery function into practice and act as the medium across which it delivers value to the IT organization and enterprise business. Without this community of people across the IT organization who have adopted a Services end-to-end mindset that prioritizes the creation of business value through IT Services, an IT organization’s Services Transformation is little more than a flashy new set ...

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