IT Services: Costs, Metrics, Benchmarking, and Marketing
Unleashing the Power of Integrated Service Delivery
Harris Kern s Enterprise Computing Institute Solutions for IT Professionals
Delighting IT customers: the real-world, start-to-finish guide
IT 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 effectiveness
Applicable 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.