Achieving IT Service Quality: The Opposite of Luck
Many IT organizations suffer from poor system and service quality with costly consequences. Every day it seems there's a new media report of a system failure damaging a company's bottom line or reputation. Don't let your business be next. Achieving IT Service Quality demonstrates that achieving superior IT system results is the opposite of luck. Whether you currently employ a service quality framework such as ITIL or not, this book can help your organization: -stop relying on expensive Band-Aids to put IT systems back together during a crisis -integrate innovative practices in technology, process, and organizational design -learn a practical and realistic methodology to dramatically improve IT service quality -build a culture of prevention and improvement for the short- and long-term Built on the experiences and proven techniques of three IT professionals with a combined 40 years in the industry, this book provides insights on the dos and don'ts of equipping your business with high-performing, competitive IT services.
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achieve alignment application areas availability Business Impact Index business transactions call centers change control Chapter Overview client complex create crisis data center Data flow diagrams database diagram doesn’t downtime DRES team effective ensure environment error rate example figure focus functions going graph happen hardware implement important improve incident issues leverage load test maintenance window measure meeting memory leak ment metric middleware monitoring OLTP operations organization outages performance possible prevent prioritize problem management production quality Project quality goals quality results release require risk root cause scalability scalability testing scorecard SDLC server Six Sigma solving specific subsystem summary Checklist sure SWAT SWAT team system health system quality targets technical There’s things tion track trends troubleshooting understand users vendor vital signs what’s you’ll you’re