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World Class IT Service Delivery by Peter Wheatcroft

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DEFINING THE NEW ROLE OF SERVICE MANAGEMENT

A world-class service organization will possess a number of characteristics that differentiate it from the departments that it supersedes. One of these characteristics is an emphasis on the use of formal process definitions as a means of introducing rigour and consistency, and ITIL can play the most significant part in this. Another new characteristic introduced in Chapter 1 is that of managing the end-to-end supply chain in order to effectively fulfil the role of prime service contractor, a role that most operational people intrinsically know should be done but often don’t have the management scope or planning skills in order to do it properly – or are just too busy.

The third differentiator for a ...

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