IT services : costs, metrics, benchmarking, and marketing / Anthony F. Tardugno, Thomas R. DiPasquale, Robert E. Matthews.
Material type: TextSeries: Enterprise computing seriesPublication details: Upper Saddle River, N.J. : Prentice Hall PTR, c2000.Description: xvii, 201 p. : ill. ; 25 cmISBN:- 0130191957
- 004.0688 TAR
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Standard Loan | Moylish Library Main Collection | 004.0688 TAR (Browse shelf(Opens below)) | 1 | Available | 39002000211335 |
Enhanced descriptions from Syndetics:
PLEASE PROVIDE COURSE INFORMATION PLEASE PROVIDE
Includes bibliographical references and index.
Table of contents provided by Syndetics
- List of Figures (p. xvii)
- List of Tables (p. xix)
- Preface (p. xxi)
- Who Should Read This Book? (p. xxiv)
- Acknowledgments (p. xxvii)
- Chapter 1 Introduction (p. 1)
- 1.1 Background (p. 2)
- 1.2 Sourcing from Within--Why Insource? (p. 3)
- 1.2.1 Customer Satisfaction (p. 5)
- 1.2.2 Definability and Measurability (p. 5)
- 1.2.3 Stability and Variability (p. 5)
- 1.2.4 Predictability (p. 6)
- 1.3 Planning for Success (p. 7)
- 1.3.1 Understand and Define Your Problem Set (p. 7)
- 1.3.2 Define Your Scope (p. 7)
- 1.3.3 Establish Guiding Principles (p. 8)
- 1.3.4 Make Fact-Based Decisions (p. 8)
- 1.3.5 Benchmark (p. 8)
- 1.3.6 Understand Your Goal/Define Your End State (p. 9)
- 1.3.7 Establish Coalitions/Gain Buy-In (p. 9)
- 1.3.8 Exercise Quality (p. 9)
- 1.3.9 Develop a Plan and Stick To It (p. 10)
- Chapter 2 Getting Started (p. 11)
- 2.1 Writing the Job Ticket--"The Ask" (p. 11)
- 2.1.1 Problem Statement (p. 12)
- 2.1.2 Purpose/Statement of Deliverables (p. 13)
- 2.1.3 Scope/Boundaries (p. 13)
- 2.1.4 Team Definitions (p. 14)
- 2.2 Forming "The Core Team" (p. 15)
- 2.2.1 Find a Strong/Capable Project Manager (p. 16)
- 2.2.2 Selecting the Members of the "Core Team" (p. 16)
- 2.2.3 Staff Team with Dedicated Resources (p. 16)
- 2.2.4 Empower the Work Group--Autonomy (p. 17)
- 2.3 Charting the Approach (p. 17)
- 2.3.1 Restate the Problem Set (p. 17)
- 2.3.2 Define the Scope (p. 18)
- 2.3.3 Define Your Work Process/Review and Feedback Loop (p. 19)
- 2.3.4 Gain Buy-In Early (p. 19)
- 2.3.5 Have Fun! (p. 20)
- Chapter 3 Establishing and Managing Coalitions--Gaining Buy-In (p. 21)
- 3.1 Establish Management Buy-In Early (p. 21)
- 3.1.1 Supporter (p. 22)
- 3.1.2 Non-Supporter (p. 22)
- 3.1.3 "On the Fence" (p. 22)
- 3.2 Establish Customer Buy-In Early (p. 23)
- 3.3 Establish Supplier Coalitions (p. 24)
- 3.3.1 Procure Subject Matter Experts (SMEs) (p. 24)
- 3.3.2 Test Market for Resource Availability-- Can It Be Staffed Effectively? (p. 24)
- 3.4 Establish an Information Network (p. 27)
- 3.5 Identify and Understand Risk (p. 28)
- Chapter 4 Business Linkage (p. 29)
- 4.1 Understanding the Company Mission (p. 29)
- 4.2 Services in a Traditional Business Framework (p. 30)
- 4.3 Object-Oriented Service Delivery Framework (p. 32)
- 4.4 Balancing the Services (p. 35)
- 4.5 Services Linkages (p. 38)
- Chapter 5 Marketing and Communications (p. 41)
- 5.1 Marketing 101 (p. 42)
- 5.1.1 Identify and Define the Product/Service (p. 42)
- 5.1.2 Determine the Value and Price of the Product/Service (p. 44)
- 5.1.3 Establish a Distribution or Delivery Vehicle (p. 46)
- 5.2 Communicate Early and Often-- Who, What, When, Where, How (p. 48)
- 5.2.1 Who (p. 48)
- 5.2.2 What (p. 48)
- 5.2.3 When (p. 49)
- 5.2.4 Where (p. 49)
- 5.2.5 How (p. 49)
- 5.3 Define/Communicate the Metrics Upfront-- Quality, Cost, Delivery, Value (p. 50)
- 5.3.1 Quality (p. 50)
- 5.3.2 Cost (p. 53)
- 5.3.3 Delivery (p. 53)
- 5.3.4 Value (p. 56)
- 5.4 Understand/Identify and Communicate Risk (p. 56)
- 5.5 Explain Roles and Responsibilities (p. 58)
- 5.5.1 Account Management (p. 59)
- 5.5.2 Help Desk (p. 59)
- 5.5.3 IT Management (p. 59)
- 5.5.4 Operations Management (p. 60)
- Chapter 6 Taking a Customer Approach (p. 61)
- 6.1 Understanding Your Customers' Requirements (p. 62)
- 6.2 Developing the Service Model (p. 62)
- 6.2.1 Brainstorm List (p. 63)
- 6.2.2 Work Package Grouping Example List (p. 66)
- 6.3 One-Stop Shopping--Seamless Delivery (p. 68)
- 6.3.1 Project Management (p. 69)
- 6.3.2 Support Services (p. 70)
- 6.3.3 Operations (p. 72)
- 6.3.4 Asset Planning and Control (p. 75)
- 6.3.5 Help Desk (p. 75)
- 6.4 Customer Satisfaction (p. 79)
- Chapter 7 Processes and Procedures (p. 81)
- 7.1 Introduction (p. 81)
- 7.2 Customer Communication (p. 81)
- 7.2.1 Help Desk Notification Procedure (p. 83)
- 7.2.2 Customer Escalation Process (p. 84)
- 7.2.3 Exception Reporting Process (p. 87)
- 7.3 Internal Communication Processes and Procedures (p. 88)
- 7.3.1 Help Desk Off-Hour Escalation Process (p. 89)
- 7.3.2 Team Member and Vendor Contact Lists (p. 90)
- 7.3.3 ISD Internal Request Procedure (p. 92)
- 7.4 Change Control Process (p. 93)
- 7.4.1 Change Control (p. 94)
- 7.4.2 Change Control List (p. 94)
- Chapter 8 Structuring for Success (p. 97)
- 8.1 Introduction (p. 97)
- 8.2 Structuring the Organization (p. 97)
- 8.2.1 Help Desk (p. 99)
- 8.2.2 Job Descriptions (p. 100)
- Chapter 9 Resource and Cost Model (p. 103)
- 9.1 Introduction (p. 103)
- 9.2 Resource Model (p. 104)
- 9.2.1 Scheduled or On Demand (p. 104)
- 9.2.2 Offered Time (p. 104)
- 9.2.3 Skill Set (p. 105)
- 9.2.4 Frequency (p. 105)
- 9.2.5 Unit of Measure (p. 106)
- 9.3 Estimating Server Units (p. 106)
- 9.4 Resource Spreadsheet (p. 108)
- 9.5 Cost Management (p. 109)
- 9.6 Ongoing DB Monitoring and Maintenance (p. 110)
- 9.7 Application Server Support (p. 112)
- 9.8 Cost Model (p. 113)
- Chapter 10 Benchmarking (p. 117)
- 10.1 Why Benchmark? (p. 118)
- 10.1.1 Understanding the Current Environment (p. 118)
- 10.1.2 Get New Ideas (p. 118)
- 10.1.3 Ratify Old Ideas (p. 119)
- 10.2 Establishing a Company Profile (p. 119)
- 10.2.1 Understand Business Context (p. 119)
- 10.2.2 Key on Primary Areas of Concern, Vulnerability, or Exposure (p. 120)
- 10.2.3 Understand Yourself (p. 120)
- 10.3 Identifying Target Companies (p. 122)
- 10.3.1 Identify Peers (p. 123)
- 10.3.2 Utilize Vendor's Resources (p. 123)
- 10.3.3 Coordinate Data Collection/Visits (p. 123)
- 10.3.4 Sensitivity to Peer Sites (p. 124)
- 10.3.5 Confidentiality (p. 125)
- 10.4 Developing Your Questionnaire (p. 125)
- 10.4.1 Structure Queries Appropriately (p. 125)
- 10.4.2 Site Visit Questionnaire (p. 125)
- 10.5 Analyzing the Benchmark Data (p. 128)
- 10.5.1 Document, Document, Document (p. 129)
- 10.5.2 Analyze Efficiently (p. 129)
- 10.5.3 Be Quick or Be Dead (p. 129)
- 10.6 Implementation (p. 130)
- Chapter 11 Measuring Success (p. 131)
- 11.1 Defining Success (p. 131)
- 11.1.1 Define Success Before You Start (p. 132)
- 11.1.2 Service Level Agreements (p. 134)
- 11.2 Ensuring Success (p. 135)
- 11.3 Metrics (p. 137)
- 11.3.1 Service Level Definition (p. 137)
- 11.3.2 Service Metrics (p. 139)
- 11.4 When Have You Reached Success? (p. 141)
- 11.4.1 Service Satisfaction Survey (p. 142)
- 11.4.2 Continuous Success (p. 143)
- Chapter 12 Lessons Learned--Key Messages (p. 145)
- 12.1 Overview (p. 145)
- 12.2 Processes (p. 146)
- 12.3 People (p. 146)
- 12.4 Communication (p. 146)
- 12.5 Technology (p. 147)
- Chapter 13 Frequently Asked Questions (FAQ) (p. 149)
- Appendix A Job Descriptions (p. 153)
- A.1 Account Manager (p. 153)
- Education (p. 153)
- Experience (p. 153)
- Skills (p. 154)
- Performance Expectations (p. 154)
- Training and Development (p. 156)
- A.2 Oracle System Administrator (OSA) (p. 156)
- Education (p. 156)
- Experience (p. 156)
- Skills (p. 157)
- Performance Expectations (p. 157)
- Training and Development (p. 159)
- A.3 System Administrator (SA) (p. 160)
- Education (p. 160)
- Experience (p. 160)
- Skills (p. 161)
- Performance Expectations (p. 161)
- Training and Development (p. 163)
- A.4 Database Administrator (DBA) (p. 164)
- Education (p. 164)
- Experience (p. 164)
- Skills (p. 165)
- Performance Expectations (p. 165)
- Training and Development (p. 167)
- A.5 Network Specialist (NS) (p. 168)
- Education (p. 168)
- Experience (p. 168)
- Skills (p. 168)
- Performance Expectations (p. 168)
- Training and Development (p. 170)
- A.6 Operational Manager (Ops Mgr) (p. 171)
- Education (p. 171)
- Experience (p. 171)
- Skills (p. 171)
- Performance Expectations (p. 171)
- Training and Development (p. 173)
- A.7 Manager Customer Services (CS Mgr) (p. 174)
- Education (p. 174)
- Experience (p. 174)
- Skills (p. 174)
- Performance Expectations (p. 174)
- Training and Development (p. 175)
- Appendix B Sample Service Level Agreement (p. 177)
- Section I System Availability (p. 178)
- Section II Problem Management (p. 179)
- Section III Support Services (p. 181)
- Attachment B Problem Severity Definitions (p. 182)
- Attachment C Problem Resolution Control (p. 183)
- Attachment D Status Call Contacts (p. 183)
- Attachment E Escalation Contacts (p. 184)
- Index (p. 193)