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IT Problem Management by Gary Walker

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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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