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IT Services: Costs, Metrics, Benchmarking, and Marketing

Book Description


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.

    Table of Contents

    1. Copyright
    2. List of Figures
    3. List of Tables
    4. Preface
    5. Acknowledgments
    6. Introduction
      1. Background
      2. Sourcing from Within—Why Insource?
      3. Planning for Success
    7. Getting Started
      1. Writing the Job Ticket—"The Ask"
      2. Forming "The Core Team"
      3. Charting the Approach
    8. Establishing and Managing Coalitions—Gaining Buy-In
      1. Establish Management Buy-In Early
      2. Establish Customer Buy-In Early
      3. Establish Supplier Coalitions
      4. Establish an Information Network
      5. Identify and Understand Risk
    9. Business Linkage
      1. Understanding the Company Mission
      2. Services in a Traditional Business Framework
      3. Object-Oriented Service Delivery Framework
      4. Balancing the Services
      5. Services Linkages
    10. Marketing and Communications
      1. Marketing 101
      2. Communicate Early and Often—Who,What, When, Where, How
      3. Define/Communicate the Metrics Upfront—Quality, Cost, Delivery, Value
      4. Understand/Identify and Communicate Risk
      5. Explain Roles and Responsibilities
    11. Taking a Customer Approach
      1. Understanding Your Customers' Requirements
      2. Developing the Service Model
      3. One-Stop Shopping—Seamless Delivery
      4. Customer Satisfaction
    12. Processes and Procedures
      1. Introduction
      2. Customer Communication
      3. Internal Communication Processes and Procedures
      4. Change Control Process
    13. Structuring for Success
      1. Introduction
      2. Structuring the Organization
    14. Resource and Cost Model
      1. Introduction
      2. Resource Model
      3. Estimating Server Units
      4. Resource Spreadsheet
      5. Cost Management
      6. Ongoing DB Monitoring and Maintenance
      7. Application Server Support
      8. Cost Model
    15. Benchmarking
      1. Why Benchmark?
      2. Establishing a Company Profile
      3. Identifying Target Companies
      4. Developing Your Questionnaire
      5. Analyzing the Benchmark Data
      6. Implementation
    16. Measuring Success
      1. Defining Success
      2. Ensuring Success
      3. Metrics
      4. When Have You Reached Success?
    17. Lessons Learned—Key Messages
      1. Overview
      2. Processes
      3. People
      4. Communication
      5. Technology
    18. Frequently Asked Questions (FAQ)
    19. Job Descriptions
      1. Account Manager
      2. Oracle System Administrator (OSA)
      3. System Administrator (SA)
      4. Database Administrator (DBA)
      5. Network Specialist (NS)
      6. Operational Manager (Ops Mgr)
      7. Customer Services Manager (CS Mgr)
    20. Sample Service Level Agreement
      1. Section I: System Availability
      2. Section II: Problem Management
      3. Section III: Support Services
      4. Attachment B: Problem Severity Definitions
      5. Attachment C: Problem Resolution Control
      6. Attachment D: Status Call Contacts
      7. Attachment E: Escalation Contacts