Riassunto
"World Class IT Service Delivery" is a distillation of best practices in IT service delivery. It demonstrates the factors that enable organisations to achieve world class standards and the competitive advantage that this brings. The book is for IT managers, executives and consultants needing to raise their service standards or contemplating offshoring their IT. It supports the ISEB service management certificate and is of core interest to those taking IT service management courses.
Recensione
This book provides a wide-ranging and balanced view of implementing a truly world-class service function. Illustrated with practical examples drawn from Peter's real-life experiences, it provides an invaluable insight into how an organisation can harness various frameworks, methods and standards, and deploy them to achieve sustainable business value. Much attention is also given to the "soft" components, the people, in an organisation, since they are so often the difference between average, or even poor service, and excellence. Little of value can ever be achieved without expending time, effort and money, and providing service is no different. Peter stresses how the active use and management of all available tools and techniques is essential if an organisation is to achieve world-class status. There are few short-cuts and no magic solutions proposed, just an unfussy and pragmatic approach. Business and IT managers charged with delivering high quality services to their customers will find this invaluable reading. Aidan Lawes FBCS CITP FISM, Ex-CEO itSMF --Aidan Lawes FBCS CITP FISM, Ex-CEO itSMF
In this book [Peter Wheatcroft] sets out to help IT professionals hunt out the secret sauce that will enable them to deliver a truly world class service. What follows is a well considered text focused on the process of building a team capable of delivering such an IT service. Wheatcroft eulogises on the benefits - both organisationally and professionally - that result. The book maps out a linear path to this IT nirvana, with Wheatcroft providing a walkthrough of tried and tested approaches for improving the reputation of the IT department that involve the acceptance that service orientation is not just a neat architectural technique but a mindset for how IT should engage with business. - Information Age --Information Age
This is a well-constructed and thoroughly readable book. Packed with case studies and valuable real-world examples, this book should clarify and inform thinking for those that manage either side of the complex relationship between the business and the IT service provider, and should help move that relationship to the next level. - IT Training Magazine --IT Training Magazine
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