CHAPTER 6: 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, ...

Get Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.