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Pragmatic Application of Service Management by Mark Thomas, Suzanne Van Hove

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CHAPTER 5: CASELET #2 - RESOURCE OPTIMIZATION

IT Issue: A managed service provider delivers outsourced IT services for mid-market companies primarily in the manufacturing sector. This is a multi-tenant provider with two primary data centres. Reacting to a market opportunity identified by the Board nine months ago, this company hastily launched a new major SaaS offering in order to gain market share.

The company conducted a vendor selection for the core functionality and contracted with multiple consultants to complete the customization required to provide the value-add aspects of the new service. Many key resources were reassigned to the new effort with little backfilling. In an effort to save costs, many infrastructure decisions were deferred, ...

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