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World Class IT Service Delivery by Peter Wheatcroft

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ORGANIZING FOR SERVICE

Professionalism is, however, of little use if the way in which the service is managed does not meet the needs of the service user. This is particularly concerning when the service that results from a high-profile project does not satisfy the needs of that service user, and this is often laid at the door of the service provider and not the project manager. It is true that a project manager and a service manager have different tasks and different skill sets, which often conflict, but the basic premise is that every IT project will result in a live IT service and therefore the voice of the services team must be heard as the project progresses through its lifecycle. This can be achieved in one of a number of different ways, ...

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