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IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)

ISBN: 0132621959
EAN: 2147483647

Year: 2000
Pages: 93

Authors: Anthony Tardugno, Thomas DiPasquale, Robert Matthews

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• Starting Page
• Table of Content
• Front Matter
• List of Figures
• List of Tables
• About the Authors
• Preface
• Who Should Read This Book?
• Acknowledgments
• Chapter 1. Introduction
• 1.1 Background
• 1.2 Sourcing from WithinWhy Insource?
• 1.3 Planning for Success
• Chapter 2. Getting Started
• 2.1 Writing the Job TicketThe Ask
• 2.2 Forming
• 2.3 Charting the Approach
• Chapter 3. Establishing and Managing CoalitionsGaining Buy-In
• 3.1 Establish Management Buy-In Early
• 3.2 Establish Customer Buy-In Early
• 3.3 Establish Supplier Coalitions
• 3.4 Establish an Information Network
• 3.5 Identify and Understand Risk
• Chapter 4. Business Linkage
• 4.1 Understanding the Company Mission
• 4.2 Services in a Traditional Business Framework
• 4.3 Object-Oriented Service Delivery Framework
• 4.4 Balancing the Services
• 4.5 Services Linkages
• Chapter 5. Marketing and Communications
• 5.1 Marketing 101
• 5.2 Communicate Early and OftenWho,What, When, Where, How
• 5.3 DefineCommunicate the Metrics UpfrontQuality, Cost, Delivery, Value
• 5.4 UnderstandIdentify and Communicate Risk
• 5.5 Explain Roles and Responsibilities
• Chapter 6. Taking a Customer Approach
• 6.1 Understanding Your Customers Requirements
• 6.2 Developing the Service Model
• 6.3 One-Stop ShoppingSeamless Delivery
• 6.4 Customer Satisfaction
• Chapter 7. Processes and Procedures
• 7.1 Introduction
• 7.2 Customer Communication
• 7.3 Internal Communication Processes and Procedures
• 7.4 Change Control Process
• Chapter 8. Structuring for Success
• 8.1 Introduction
• 8.2 Structuring the Organization
• Chapter 9. Resource and Cost Model
• 9.1 Introduction
• 9.2 Resource Model
• 9.3 Estimating Server Units
• 9.4 Resource Spreadsheet
• 9.5 Cost Management
• 9.6 Ongoing DB Monitoring and Maintenance
• 9.7 Application Server Support
• 9.8 Cost Model
• Chapter 10. Benchmarking
• 10.1 Why Benchmark?
• 10.2 Establishing a Company Profile
• 10.3 Identifying Target Companies
• 10.4 Developing Your Questionnaire
• 10.5 Analyzing the Benchmark Data
• 10.6 Implementation
• Chapter 11. Measuring Success
• 11.1 Defining Success
• 11.2 Ensuring Success
• 11.3 Metrics
• 11.4 When Have You Reached Success?
• Chapter 12. Lessons LearnedKey Messages
• 12.1 Overview
• 12.2 Processes
• 12.3 People
• 12.4 Communication
• 12.5 Technology
• Chapter 13. Frequently Asked Questions (FAQ)
• Appendix A. Job Descriptions
• A.1 Account Manager
• A.2 Oracle System Administrator (OSA)
• A.3 System Administrator (SA)
• A.4 Database Administrator (DBA)
• A.5 Network Specialist (NS)
• A.6 Operational Manager (Ops Mgr)
• A.7 Customer Services Manager (CS Mgr)
• Appendix B. Sample Service Level Agreement
• Section I: System Availability
• Section II: Problem Management
• Section III: Support Services
• Attachment B: Problem Severity Definitions
• Attachment C: Problem Resolution Control
• Attachment D: Status Call Contacts
• Attachment E: Escalation Contacts