March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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1.3. Building a Successful Service Center
1.3.1. Defining the Mission
The primary purpose of all service centers, both internal and external, is service delivery. Your service delivery goals, the services you will provide, the service levels you will offer, and whether you will be a profit center or cost center must be determined, documented, and understood at the outset of establishing the service center. You need a mission statement that summarizes your charter. Your mission statement very broadly defines what you are supposed to do and establishes the overall expectation of how well you will do it. Establishing a service center is first a higher management decision, the expectations of which may or may not be realistic. You must be prepared ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.