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World Class IT Service Delivery

Book Description

This book is a distillation of best practices in IT service delivery and demonstrates the factors that enable organisations to achieve world class standards. The book is for IT managers, executives and consultants. It supports the ISEB Service Management Certificate and other IT service management courses.

Table of Contents

  1. Copyright
  2. Figures and Tables
  3. About the author
  4. Acknowledgements
  5. Abbreviations
  6. Useful websites
  7. Introduction
  8. 1 Defining world class
    1. WORLD CLASS VERSUS BEST PRACTICE
    2. INDUSTRY DEFINITIONS OF WORLD CLASS
    3. THE SERVICE ACCESSION MODEL
    4. THE CHARACTERISTICS OF WORLD-CLASS SERVICE DELIVERY
    5. SUMMARY
  9. 2 Service delivery
    1. DEFINING THE NEW ROLE OF SERVICE MANAGEMENT
    2. COMPARING SERVICE MANAGEMENT AND OPERATIONS MANAGEMENT
    3. DEFINING THE CHARACTERISTICS OF SERVICE COMPETENCY
    4. REDEFINING IT MANAGEMENT ROLES
    5. SUMMARY
  10. 3 Developing the services value proposition
    1. BENCHMARKING YOUR OPERATION
    2. MARKETING YOUR ACHIEVEMENTS
    3. SKILLS, ROLES AND CULTURE
    4. ORGANIZING FOR SERVICE
    5. SUMMARY
  11. 4 Quality management
    1. DEFINING A QUALITY MANAGEMENT SYSTEM
    2. THE ROLES OF ISO/IEC 20000, SIX SIGMA AND THE EXCELLENCE MODEL
    3. THE IT INFRASTRUCTURE LIBRARY
    4. OTHER POSSIBLE STANDARDS
    5. SUMMARY
  12. 5 Developing the business proposition
    1. GAINING APPROVAL FOR THE BUSINESS CASE
    2. EXAMINATION OF SOME SERVICE TRANSFORMATION PROJECTS
    3. UPTIME VERSUS CUSTOMER SATISFACTION – THE CONFLICT
    4. SERVICE QUALITY PERCEPTION
    5. SUMMARY
  13. 6 Redefining the role of the user
    1. THE DIFFERENCES BETWEEN A USER AND A CUSTOMER
    2. TURNING CUSTOMERS INTO GOOD CUSTOMERS
    3. BUSINESS SERVICE LEVEL MANAGEMENT
    4. USING THE MOT PRINCIPLE FOR IT SERVICES
    5. SUMMARY
  14. 7 Governing service delivery
    1. DEFINITION AND FRAMEWORKS
    2. INFORMATION SECURITY MANAGEMENT AND THE ROLE OF STANDARDS
    3. SUPPLY CHAIN MANAGEMENT
    4. ASSET AND CONFIGURATION MANAGEMENT
    5. SUMMARY
  15. 8 The end result
    1. WHAT REACHING WORLD CLASS WILL LOOK LIKE
    2. DEVELOPING AN IMPROVEMENT PROGRAMME
    3. MAINTAINING TRANSFORMATIONAL VALUE
    4. INDUSTRY AWARDS AND ACCREDITATIONS
    5. SUMMARY
  16. References
  17. Index