Achieving IT Service Quality: The Opposite of Luck

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BookPros, LLC, 2009 - Business & Economics - 274 pages
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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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About the author (2009)

Mike Hagon has been a senior information technology leader at several large U.S. companies and is currently an IT executive in the health insurance industry. He has a BA in journalism and mass communication from Iowa State University. He resides in Seattle, Washington, with his family. Christophe DeMoss has extensive experience in numerous IT leadership roles and currently leads a technology solutions practice at the national firm Slalom Consulting. He earned an MBA from Washington State University, and lives in Monroe, Washington, with his family.

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