Anthony
Tardugno, Webster, New York
Thomas DiPasquale, Pittsford, New York
Robert Matthews
Published
March, 2000 by Prentice Hall PTR (ECS Professional)
Copyright
2000, 208 pp. Cloth ISBN 0-13-019195-7
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.
ANTHONY
F. TARDUGNO has over 15 years of IT and product development experience. He is Manager,
Site Manufacturing Information Technology for the Corporate Strategic Services Division at
Xerox, responsible for development, delivery, and operations of Northeastern U.S. and
Canadian manufacturing information technology.
THOMAS R.
DIPASQUALE has over 18 years IT experience in the utilities, manufacturing, and government
sectors. He is now Technical Operations Manager at Xerox, responsible for server
operations, software delivery, and database operation in an environment encompassing 70+
Sun and Compaq servers running over 100 Oracle databases.
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. Previously, he was Senior VP, Information Services for
Equitable Real Estate, supporting a $23 billion international enterprise.
1. Introduction.
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.
10. Benchmarking.
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).
Appendix A:
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.
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.
Po otrzymaniu zamówienia poinformujemy,
czy wybrany tytuł polskojęzyczny lub
anglojęzyczny jest aktualnie na półce księgarni.
