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World Class IT Service Delivery by Peter Wheatcroft

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SKILLS, ROLES AND CULTURE

Service is not a product but the end result of a number of people cooperating to provide a customer experience. It may also involve a product as part of the overall delivery, but the essence of service is that it is an experience. This differentiates a service provider from a product provider in a number of ways, not least of which is in the organization that is needed to provide a seamless service when many different people are involved. The organization of a service delivery department differs from its development counterparts in a number of different ways, most notably:

  • in the speed at which people are expected to react;

  • in the way in which customers are dealt with, especially under stress;

  • when things go wrong;

  • when ...

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