IT Services – Table of Contents

First edition; 208 pages
ISBN: 0-13-019195-7
( by: Anthony F. Tardugno, Thomas R. DiPasquale and Robert E. Matthews )

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.

			IT Automation The Quest for “Lights Out”: Data center automation in distributed environments.
			CIO Wisdom Best Practices from Silicon Valley’s Leading IT Experts
			IT Services Costs, Metrics, Benchmarking, and Marketing: Delighting IT customers: your real-world, start-to-finish guide
			CIO Wisdom II More Best Practices from Leading IT Experts
			IT Architecture Toolkit Less theoretical, more practical approach to developing and implementing enterprise architecture.
			IT People Doing More with Less. Best practices for managing the people within the IT organization.
			Data Warehousing Architecture and Implementation: A start-to-finish process for deploying successful data warehouses
			Building Professional Services The Sirens’ Song: A comprehensive guide to creating a professional services organization
			IT Problem Management The complete “best practices” guide to IT problem resolution.
			IT Organization Building a World-Class Infrastructure.
			IT Web Services A Roadmap for the Enterprise: Architectures, platforms, roles, business models, and deployment realities.
			Software Development Building Reliable Systems.
			IT Production Services Building Competitive Advantage: Describes one of the most important functions of an IT infrastructure
			Managing IT as an Investment Partnering for Success: Maximizing the value of technology—and the success of your IT organization.
			High Availability Design, Techniques and Processes: The complete how-to guide for maximizing availability of enterprise systems
			IT Systems Management Design, Implement, and Manage World-Class Infrastructures.
			Technology Strategies Managing technology, value, and change in the new economy.
			Web-Based Infrastructures A 4-D Framework: Maximize the value of your next Web-centered initiative.