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World Class IT Service Delivery by Peter Wheatcroft

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TURNING CUSTOMERS INTO GOOD CUSTOMERS

It is important that all clients of IT service delivery interact with the organization in the most effective way possible. IT has a role to play in this interaction, and this can be evidenced on a number of levels:

  • training;

  • upskilling;

  • business service management.

The explanation of the maturity stages in the Service Accession Model described in Chapters 1 and 2 showed that a key characteristic of the ultimate stage was that IT will ensure that customers derive best value from technology. This can be achieved in a number of ways, starting with basic training and then working up through skills acquisition and, finally, business service management in order to deliver world-class delivery standards. Taking each ...

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