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2 of 2 people found the following review helpful
5.0 out of 5 stars An insightful read on IT Service Management, Standards and IT Governance, 22 Nov 2008
K. Maroukian "Krikor Maroukian" (Athens, Greece) - See all my reviews
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.
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