Synopses & Reviews
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.
About the Author
Anthony F. Tardugno has over 15 years of IT and product development experience, ranging from software engineering to IT management. He is now Manager, Site Manufacturing Information Technology for the Corporate Strategic Services Division at Xerox.
Thomas R. Dipasquale has, since 1995, served as an IT consultant for Sun Microsystems' Professional Services Organization. He has specialized in operations processes, server consolidation, total cost of ownership issues, and electronic commerce.
Robert E. Matthews has served as IT consultant for Sun Microsystems' Professional Services Organization since 1995, specializing in operations, server consolidation, total cost of ownership, and E-commerce.
Table of Contents
Background. Sourcing from Within–Why Insource? Planning for Success.
2. Getting Started.
Writing the Job Ticket–“The Ask.” Forming “The Core Team.” Charting the Approach.
3. Establishing and Managing Coalitions–Gaining Buy-In.
Establish Management Buy-In Early. Establish Customer Buy-In Early. Establish Supplier Coalitions. Establish an Information Network. Identify and Understand Risk.
4. Business Linkage.
Understanding the Company Mission. Services in a Traditional Business Framework. Object-Oriented Service Delivery Framework. Balancing the Services. Services Linkages.
5. Marketing and Communications.
Marketing 101. Communicate Early and Often–Who,What, When, Where, How. Define/Communicate the Metrics Upfront–Quality, Cost, Delivery, Value. Understand/Identify and Communicate Risk. Explain Roles and Responsibilities.
6. Taking a Customer Approach.
Understanding Your Customers' Requirements. Developing the Service Model. One-Stop Shopping–Seamless Delivery. Customer Satisfaction.
7. Processes and Procedures.
Introduction. Customer Communication. Internal Communication Processes and Procedures. Change Control Process.
8. Structuring for Success.
Introduction. Structuring the Organization.
9. Resource and Cost Model.
Introduction. Resource Model. Estimating Server Units. Resource Spreadsheet. Cost Management. Ongoing DB Monitoring and Maintenance. Application Server Support. Cost Model.
Why Benchmark? Establishing a Company Profile. Identifying Target Companies. Developing Your Questionnaire. Analyzing the Benchmark Data. Implementation.
11. Measuring Success.
Defining Success. Ensuring Success. Metrics. When Have You Reached Success?
12. Lessons Learned–Key Messages.
Overview. Processes. People. Communication. Technology.
13. Frequently Asked Questions (FAQ).
Job Descriptions Account Manager. Education. Experience. Skills. Performance Expectations. Training and Development. Oracle System Administrator (OSA). Education. Experience. Skills. Performance Expectations. Training and Development. System Administrator (SA). Education. Experience. Skills. Performance Expectations. Training and Development. Database Administrator (DBA). Education. Experience. Skills. Performance Expectations. Training and Development. Network Specialist (NS). Education. Experience. Skills. Performance Expectations. Training and Development. Operational Manager (Ops Mgr). Education. Experience. Skills. Performance Expectations. Training and Development. Manager Customer Services (CS Mgr). Education. Experience. Skills. Performance Expectations. Training and Development.
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.