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Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition by Mark Thomas, Suzanne Van Hove

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CHAPTER 8: CASELET #4 –ACHIEVE BUSINESS OUTCOMES

IT Issue: A small auto insurance company has experienced significant growth in the last several years. The IT department has done a good job of managing increasing capacity requirements based on the demand patterns. Additionally, they provide an onsite service desk as well as level 2 and level 3 support and a fairly active PMO. In a strategic planning session held last year, the company leadership made it very clear that there were three vital areas which the IT department needed to focus on: 1) communication technologies must have high availability, 2) downtime of critical services must be kept to a minimum and 3) customers need a self-help portal that provides value.

The IT department deployed ...

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