IT Services: Costs, Metrics, Benchmarking, and Marketing

Table of contents

1. Copyright
2. List of Figures
3. List of Tables
4. Preface
5. Acknowledgments
6. Introduction
   1. Background
   2. Sourcing from Within—Why Insource?
   3. Planning for Success
7. Getting Started
   1. Writing the Job Ticket—"The Ask"
   2. Forming "The Core Team"
   3. Charting the Approach
8. Establishing and Managing Coalitions—Gaining Buy-In
   1. Establish Management Buy-In Early
   2. Establish Customer Buy-In Early
   3. Establish Supplier Coalitions
   4. Establish an Information Network
   5. Identify and Understand Risk
9. Business Linkage
   1. Understanding the Company Mission
   2. Services in a Traditional Business Framework
   3. Object-Oriented Service Delivery Framework
   4. Balancing the Services
   5. Services Linkages
10. Marketing and Communications
    1. Marketing 101
    2. Communicate Early and Often—Who,What, When, Where, How
    3. Define/Communicate the Metrics Upfront—Quality, Cost, Delivery, Value
    4. Understand/Identify and Communicate Risk
    5. Explain Roles and Responsibilities
11. Taking a Customer Approach
    1. Understanding Your Customers' Requirements
    2. Developing the Service Model
    3. One-Stop Shopping—Seamless Delivery
    4. Customer Satisfaction
12. Processes and Procedures
    1. Introduction
    2. Customer Communication
    3. Internal Communication Processes and Procedures
    4. Change Control Process
13. Structuring for Success
    1. Introduction
    2. Structuring the Organization
14. Resource and Cost Model
    1. Introduction
    2. Resource Model
    3. Estimating Server Units
    4. Resource Spreadsheet
    5. Cost Management
    6. Ongoing DB Monitoring and Maintenance
    7. Application Server Support
    8. Cost Model
15. Benchmarking
    1. Why Benchmark?
    2. Establishing a Company Profile
    3. Identifying Target Companies
    4. Developing Your Questionnaire
    5. Analyzing the Benchmark Data
    6. Implementation
16. Measuring Success
    1. Defining Success
    2. Ensuring Success
    3. Metrics
    4. When Have You Reached Success?
17. Lessons Learned—Key Messages
    1. Overview
    2. Processes
    3. People
    4. Communication
    5. Technology
18. Frequently Asked Questions (FAQ)
19. Job Descriptions
    1. Account Manager
    2. Oracle System Administrator (OSA)
    3. System Administrator (SA)
    4. Database Administrator (DBA)
    5. Network Specialist (NS)
    6. Operational Manager (Ops Mgr)
    7. Customer Services Manager (CS Mgr)
20. Sample Service Level Agreement
    1. Section I: System Availability
    2. Section II: Problem Management
    3. Section III: Support Services
    4. Attachment B: Problem Severity Definitions
    5. Attachment C: Problem Resolution Control
    6. Attachment D: Status Call Contacts
    7. Attachment E: Escalation Contacts