8. Success Stories: Improving Service and Lowering Costs

This book presented a number of methods and approaches for your IT organization to improve service and lower costs. These methods and approaches can be used as stand-alone tools or combined into an integrated approach to achieve your business goals. Striking a balance between 1) the adoption and use of multiple tools to improve service and lower costs and 2) the commitment of IT resources to implement these tools, requires careful thought and analysis. In Chapter 9, “Going Forward,” we present a number of near-term and long-term opportunities to use the methods summarized in this book. To develop an overall framework for these improvements, we suggest using the Information Technology Infrastructure ...

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