World Class IT Service Delivery
and over one million other books are available for Amazon Kindle .
Learn more
| |||||||||||||||
 Trade In this Item for up to £7.25
Get an extra £5 when you trade in books worth £10 or more until June 30, 2012. Trade in World Class IT Service Delivery for an Amazon.co.uk gift card of up to £7.25, which you can then spend on millions of items across the site. Trade-in values may vary (terms apply). Find more products eligible for trade-in.
|
Frequently Bought Together
Product details
|
More About the Author
Product Description
Review
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
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
Review
"A mindset for how IT should engage with business" Information Age 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 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 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
Inside This Book
(Learn More)
Suggested Tags from Similar Products(What's this?)Be the first one to add a relevant tag (keyword that's strongly related to this product)
|
What Other Items Do Customers Buy After Viewing This Item?
Customer Reviews
Most Helpful Customer Reviews
2 of 2 people found the following review helpful
Format:Paperback
Peter Wheatcroft has masterfully described the union of ITIL, CobiT, Quality Management and international standards such as ISO/IEC 20000, ISO 9000 and ISO 17799.
I particularly liked Chapter 5 - Developing the business proposition, where a detailed description of service provision and responsiveness is given according to how a regular organisation would act and how a world class organisation would do it differently. Chapter 6 - Redefining the role of the user, stresses the importance of turning customers into good customers by engaging not only in training but also in upskilling activities. There is also mention of how SLAs and OLAs affect the supplier - customer bonding. Wheatcroft also highlights the need for international standards to be adopted by organisations wishing to perform as world class organisations. Chapter 4 discusses aspects of Quality Management from the point of view of the ISO 9000 standard and best practices defined in ITIL, Six Sigma and the EFQM Excellence model. Finally, IT Governance is also covered in Chapter 7 - Governing Service Delivery, whereby ISO/IEC 20000 and ITIL are mapped to governance procedures in supply chain management and asset and configuration management.
The book explains its content with great examples drawn from the author's experience which make it easier to understand. Wheatcroft has achieved to portray the way a world class organisation should operate and which standards, best practices and discipline to adopt to stand out in the crowd.
I particularly liked Chapter 5 - Developing the business proposition, where a detailed description of service provision and responsiveness is given according to how a regular organisation would act and how a world class organisation would do it differently. Chapter 6 - Redefining the role of the user, stresses the importance of turning customers into good customers by engaging not only in training but also in upskilling activities. There is also mention of how SLAs and OLAs affect the supplier - customer bonding. Wheatcroft also highlights the need for international standards to be adopted by organisations wishing to perform as world class organisations. Chapter 4 discusses aspects of Quality Management from the point of view of the ISO 9000 standard and best practices defined in ITIL, Six Sigma and the EFQM Excellence model. Finally, IT Governance is also covered in Chapter 7 - Governing Service Delivery, whereby ISO/IEC 20000 and ITIL are mapped to governance procedures in supply chain management and asset and configuration management.
The book explains its content with great examples drawn from the author's experience which make it easier to understand. Wheatcroft has achieved to portray the way a world class organisation should operate and which standards, best practices and discipline to adopt to stand out in the crowd.
Listmania!
Look for similar items by category
- Books > Business, Finance & Law > E-Commerce > Managers' Guides to Computing
- Books > Business, Finance & Law > Management
- Books > Business, Finance & Law > Professional Finance > Purchasing & Procurement
- Books > Business, Finance & Law > Sales & Marketing > Customer Services
- Books > Computing & Internet > Digital Lifestyle > Online Shopping > Amazon
- Books > Computing & Internet > Web Development > E-commerce > Business Issues > Legal
Look for similar items by subject
Feedback
- Would you like to update product info or give feedback on images?
- I am the Author, and I want to comment on my book.
- I am the Publisher, and I want to comment on this book.
|
