IT services : costs, metrics, benchmarking, and marketing

IT services costs, metrics, benchmarking, and marketing

"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 toda...

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Detalles Bibliográficos
Autor principal: Tardugno, Anthony F. (-)
Otros Autores: DiPasquale, Thomas R., Matthews, Robert E.
Formato: Libro electrónico
Idioma:Inglés
Publicado: Upper Saddle River, NJ : Prentice Hall PTR c2000.
Edición:1st edition
Colección:Enterprise computing series
Harris Kern's Enterprise Computing Institute (Series)
Materias:
Computer service industry.
Computer industry > Customer services.
Business & Economics
Industries
Electronic books.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627341506719
Tabla de Contenidos:
  • Sourcing from Within--Why Insource?
  • Customer Satisfaction
  • Definability and Measurability
  • Stability and Variability
  • Predictability
  • Planning for Success
  • Understand and Define Your Problem Set
  • Define Your Scope
  • Establish Guiding Principles
  • Make Fact-Based Decisions
  • Benchmark
  • Understand Your Goal/Define Your End State
  • Establish Coalitions/Gain Buy-In
  • Exercise Quality
  • Develop a Plan and Stick To It
  • Writing the Job Ticket--"The Ask"
  • Problem Statement
  • Purpose/Statement of Deliverables
  • Scope/Boundaries
  • Team Definitions
  • Forming "The Core Team"
  • Find a Strong/Capable Project Manager
  • Selecting the Members of the "Core Team"
  • Staff Team with Dedicated Resources
  • Empower the Work Group--Autonomy
  • Charting the Approach
  • Restate the Problem Set
  • Define the Scope
  • Define Your Work Process/Review and Feedback Loop
  • Gain Buy-In Early
  • Have Fun!
  • Establishing and Managing Coalitions--Gaining Buy-In
  • Establish Management Buy-In Early
  • Supporter
  • Non-Supporter
  • "On the Fence"
  • Establish Customer Buy-In Early
  • Establish Supplier Coalitions
  • Procure Subject Matter Experts (SMEs)
  • Test Market for Resource Availability-- Can It Be Staffed Effectively?
  • Establish an Information Network
  • Identify and Understand Risk
  • Business Linkage
  • Understanding the Company Mission
  • Services in a Traditional Business Framework
  • Object-Oriented Service Delivery Framework
  • Balancing the Services
  • Services Linkages
  • Marketing and Communications.

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