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World Class IT Service Delivery

Peter Wheatcroft (author)

UK Price: £32.99 

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ISBN: 9781902505824
Format: Paperback
Dimensions: 172 x 246 x 12
Number of pages: 192
Publication date: 01 APR 2007
Publisher: British Computer Society




"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 not only covers what is required to reach these standards and how to achieve certification, but also explains what the results should look like and how your organisation may be missing out. It offers a shortcut to selling services more profitably whilst achieving results more quickly. This book is for IT managers, executives and consultants who need to raise their service standards or are contemplating offshoring their IT. It supports the ISEB service management certificate and is of core interest to those taking IT service management courses."A mindset for how IT should engage with business" Information Age
Peter Wheatcroft is a management consultant. Whilst a director at Alliance & Leicester plc, he achieved World Class status for their IT services. He has been instrumental in the provision of world class service delivery in a number of industry sectors including process control, retail, travel & leisure and healthcare.
'A mindset for how IT should engage with business.'
Gareth Morgan, 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.

'This book provides a wide-ranging and balanced view of implementing a truly world-class service function.'
Aidan Lawes FBCS CITP FISM, Ex-CEO itSMF

1. Defining World Class
2. Service Delivery
3. Developing the services value proposition
4. Quality management o
5. Developing the business proposition
6. Redefining the role of the user
7. Governing service delivery
8. The end result

References
Index

Customer Reviews.Add a review

In this book Peter Wheatcroft collects together a range of experiences spanning several decades of his impressive career as a deliverer of IT services. The central theme linking the chapters is the place of the user/customer in service delivery.

The author describes an existing model, the EFQM Excellence Model. He states that it “is the most universally defined standard for world-class achievement” of an organization. This can form the basis for assessing the effectiveness and efficiency of an organization.

The IT department can, however, use the model on its own as a framework for defining strategies and recording its achievements. Adherence to a framework means that there is consistency in the way that these activities are done, so that comparisons can be made as to how the department’s strategies and achievements have changed over time.

The importance of empowering those handling customers, i.e. allowing them to, on occasion, act above their ‘station’, is mentioned. The example given is the checkout at a supermarket when there is a long queue of customers; at such times the cashier could make decisions, rather than calling, and waiting, for a supervisor.

Another recommendation is to have every member of staff of an organization made aware of what a good customer experience is, irrespective of whether or not the employee has a customer-facing role, or not.,The author regards it as essential to have effective asset control and configuration management. For example, an organization must know how many workstations it has, so that it can pay the correct fee for software licences, know that all of the workstations have had their virus scanners updated, know when a workstation has been stolen, etc.

The case studies used to illustrate the suggested approaches are particularly interesting. The reader may wonder whether the book could have been better arranged; it might have been clearer had there been three sections – general points about service delivery; serving the employee; serving the customer.

Overall, this book will be appreciated by anyone with an interest in IT Service Delivery, while the wide-ranging references to standards and standards bodies provide a valuable guide for further reading.


04(Alan Oxley)

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