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World Class IT Service Delivery by Peter Wheatcroft

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DEFINING THE CHARACTERISTICS OF SERVICE COMPETENCY

When system changes are being delivered incrementally rather than through clearly defined major projects as in the past, the way that service teams need to relate to their development counterparts needs to be transformed. Being tasked with the migration of a new release into the live environment at short notice and with minimal testing frameworks is likely to lead to a poor-quality implementation and a potentially unreliable service, which will be, at best, expensive to support. Based on the architectural inversion described earlier in this chapter, it is clear that service delivery needs to be considered closer to the point of systems definition than conventional project methodologies allow ...

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