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World Class IT Service Delivery by Peter Wheatcroft

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THE CHARACTERISTICS OF WORLD-CLASS SERVICE DELIVERY

An IT services department that has been transformed through the four stages described by the Service Accession Model will exhibit six key attributes:

  • It will provide services to agreed standards. This means that IT will define a service catalogue, agree this with its customers and then deliver an impeccable SLA performance against it. Although this is a basic bread-and-butter attribute, it is in fact very hard to deliver impeccable SLAs, especially when the service catalogue goes beyond basic service provision and when the SLA is now a BIA instead.

  • It will manage relationships with its customers. This means that IT will proactively develop business-level dialogues that describe the current and ...

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