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World Class IT Service Delivery by Peter Wheatcroft

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UPTIME VERSUS CUSTOMER SATISFACTION – THE CONFLICT

Figure 3.6 in Chapter 3 showed the service delivery value chain as perceived by the customer and, differently, by a typical silo-based IT department. This situation is commonplace, but clearly the service view is the one that carries most weight since it is increasingly the case that the voice of the customer is the one that matters most. This is because the customers not only have a commercial veto over whose services they use but they are also increasingly operating the IT infrastructure of the service provider themselves rather than being a passive recipient of operations management delivered through a customer service intermediary. The explosion in the number and types of service being delivered ...

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