Unleashing the Power of Integrated Service DeliveryHarris Kern's Enterprise Computing Institute Solutions for IT ProfessionalsDelighting IT customers: the real-world, start-to-finish guideIT Services is the first 100% customer-focused guide to satisfying the consumers of your company's IT services - and building the loyalty your IT organization needs. In this book, three leading IT professionals present a fully integrated, comprehensive approach to service delivery in today's global, distributed environments.You'll discover how to establish processes, service and cost models, performance measurements, and "stretch" goals that achieve clear business benefits-and then transform those goals into reality. Proven results, benchmarks, and case studies - not just theory! Linking goal-setting, process development, and metrics to the goals of the enterprise - step-by-step Gaining buy-in from management, internal customers, and external suppliers Building stable, predictable and cost-effective application support infrastructures Structuring support services for maximum effectivenessApplicable to both in-house and outsourced operations, IT Services offers a total roadmap for executives building enterprise-wide operations centers; practical help for managers seeking to deliver cost-effective support; and invaluable insight for IT "customers" who need to know what they can expect from their technology professionals.
Cited By
Stoilov T and Stoilova K Web based portfolio optimization Proceedings of the International Conference on Computer Systems and Technologies and Workshop for PhD Students in Computing, (1-6)- Gibb F, Buchanan S and Shah S (2006). An integrated approach to process and service management, International Journal of Information Management: The Journal for Information Professionals, 26:1, (44-58), Online publication date: 1-Feb-2006.
Index Terms
- IT services: costs, metrics, benchmarking, & marketing
Recommendations
Creating Better Governance of Offshore Services
Given the extensive history that companies now have with offshore outsourcing and the critical role that it continues to play, it is vital that we synthesize the many lessons learned and formalize them into a workable and flexible governance model. A ...