IT services : costs, metrics, benchmarking, and marketing
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書誌事項
IT services : costs, metrics, benchmarking, and marketing
（Enterprise computing series）
Prentice Hall PTR, c2000
大学図書館所蔵 件 / 全4件
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注記
Includes index
内容説明・目次
内容説明
This is the first 100% customer-focused guide to satisfying the consumers of your company's IT services -- and building the loyalty your IT organization desperately needs. IT Services presents every element of a comprehensive approach to service delivery in global, distributed environments. Learn how to establish a vision, processes, service and cost models, performance measurements and "stretch" goals that achieve real business benefits. Applicable to both in-house and outsourced operations, IT Services serves as a roadmap for executives building enterprise-wide operations centers; a practical guide for managers seeking to developer stable and cost-effective support infrastructures; and an invaluable educational guide for IT consumers who want to know what they can and should expect.
目次
1. Introduction.
Background. Sourcing from Within-Why Insource? Planning for Success.
2. Getting Started.
Writing the Job Ticket-"The Ask." Forming "The Core Team." Charting the Approach.
3. Establishing and Managing Coalitions-Gaining Buy-In.
Establish Management Buy-In Early. Establish Customer Buy-In Early. Establish Supplier Coalitions. Establish an Information Network. Identify and Understand Risk.
4. Business Linkage.
Understanding the Company Mission. Services in a Traditional Business Framework. Object-Oriented Service Delivery Framework. Balancing the Services. Services Linkages.
5. Marketing and Communications.
Marketing 101. Communicate Early and Often-Who,What, When, Where, How. Define/Communicate the Metrics Upfront-Quality, Cost, Delivery, Value. Understand/Identify and Communicate Risk. Explain Roles and Responsibilities.
6. Taking a Customer Approach.
Understanding Your Customers' Requirements. Developing the Service Model. One-Stop Shopping-Seamless Delivery. Customer Satisfaction.
7. Processes and Procedures.
Introduction. Customer Communication. Internal Communication Processes and Procedures. Change Control Process.
8. Structuring for Success.
Introduction. Structuring the Organization.
9. Resource and Cost Model.
Introduction. Resource Model. Estimating Server Units. Resource Spreadsheet. Cost Management. Ongoing DB Monitoring and Maintenance. Application Server Support. Cost Model.
10. Benchmarking.
Why Benchmark? Establishing a Company Profile. Identifying Target Companies. Developing Your Questionnaire. Analyzing the Benchmark Data. Implementation.
11. Measuring Success.
Defining Success. Ensuring Success. Metrics. When Have You Reached Success?
12. Lessons Learned-Key Messages.
Overview. Processes. People. Communication. Technology.
13. Frequently Asked Questions (FAQ).
Appendix A:
Job Descriptions Account Manager. Education. Experience. Skills. Performance Expectations. Training and Development. Oracle System Administrator (OSA). Education. Experience. Skills. Performance Expectations. Training and Development. System Administrator (SA). Education. Experience. Skills. Performance Expectations. Training and Development. Database Administrator (DBA). Education. Experience. Skills. Performance Expectations. Training and Development. Network Specialist (NS). Education. Experience. Skills. Performance Expectations. Training and Development. Operational Manager (Ops Mgr). Education. Experience. Skills. Performance Expectations. Training and Development. Manager Customer Services (CS Mgr). Education. Experience. Skills. Performance Expectations. Training and Development.
Appendix B:
Sample Service Level Agreement. Section I: System Availability. Section II: Problem Management. Section III: Support Services. Attachment B: Problem Severity Definitions. Attachment C: Problem Resolution Control. Attachment D: Status Call Contacts. Attachment E: Escalation Contacts.
Index.
「Nielsen BookData」 より
