Book description
1919E-7
Unleashing the Power of Integrated Service Delivery
Harris Kern's Enterprise Computing Institute Solutions for IT Professionals
Delighting IT customers: the real-world, start-to-finish guide
IT Services is the first 100% customer-focused guide to satisfying the consumers of your company's IT services — and building the loyalty your IT organization needs. In this book, three leading IT professionals present a fully integrated, comprehensive approach to service delivery in today's global, distributed environments.
You'll discover how to establish processes, service and cost models, performance measurements, and "stretch" goals that achieve clear business benefits-and then transform those goals into reality.
Proven results, benchmarks, and case studies — not just theory!
Linking goal-setting, process development, and metrics to the goals of the enterprise — step-by-step
Gaining buy-in from management, internal customers, and external suppliers
Building stable, predictable and cost-effective application support infrastructures
Structuring support services for maximum effectiveness
Applicable to both in-house and outsourced operations, IT Services offers a total roadmap for executives building enterprise-wide operations centers; practical help for managers seeking to deliver cost-effective support; and invaluable insight for IT "customers" who need to know what they can expect from their technology professionals.
Table of contents
- Copyright
- List of Figures
- List of Tables
- Preface
- Acknowledgments
- Introduction
- Getting Started
- Establishing and Managing Coalitions—Gaining Buy-In
- Business Linkage
- Marketing and Communications
- Taking a Customer Approach
- Processes and Procedures
- Structuring for Success
- Resource and Cost Model
- Benchmarking
- Measuring Success
- Lessons Learned—Key Messages
- Frequently Asked Questions (FAQ)
- Job Descriptions
- Sample Service Level Agreement
Product information
- Title: IT Services: Costs, Metrics, Benchmarking, and Marketing
- Author(s):
- Release date: March 2000
- Publisher(s): Pearson
- ISBN: 9780130191953
You might also like
book
The Business of IT: How to Improve Service and Lower Costs
Drive More Business Value from IT… and Bridge the Gap Between IT and Business Leadership Apply …
book
IT in Business: A Business Manager's Casebook
'IT in Business: A Manager's Casebook' examines the impact of new IT initiatives from the business …
book
Assessing IT Projects to Ensure Successful Outcomes
Assessing IT Projects to Ensure Successful Outcomes Companies invest billions in technology projects each year, yet …
book
Co-Production and Public Service Management
This volume compiles a dozen essays, by one of the most prolific proponents of co-production as …