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Title: IT Services Costs, Metrics, Benchmarking and Marketing by Anthony Tardugno, Thomas DiPasquale, Robert Matthews ISBN: 0-13-019195-7 Publisher: Prentice Hall PTR Pub. Date: 10 March, 2000 Format: Hardcover Volumes: 1 List Price(USD): $44.99 |
Average Customer Rating: 4 (11 reviews)
Rating: 5
Summary: Focus is on the critical production support processes
Comment: This book is one of, if not the, best guides to developing, implementing and managing a mature production support organization.
The value of this book is that it takes a business-centric approach to service delivery, and augments material on service level management (such as Foundations of Service Level Management - another excellent book).
Specifically, this book contains sorely needed body of knowledge in a profession that has lost its way. What I mean by this bold statement is the production support function in many IS/IT departments has devolved from service delivery to infrastructure management. IT Services brings the focus back to where it belongs: supporting the business.
What I like most about this book is it not only shows what is wrong with most production support organizations, but it provides a clear roadmap to how to restructure production support from an infrastructure management focus to a service delivery paradigm.
I highly recommend this book to anyone in production support, consultants and IT/IS executive management. It would also be useful to ISPs and ASPs because most of the material can be applied to internal or external customers.
Rating: 5
Summary: I'm recommending that all my managers buy a copy...
Comment: The size of our IT organization has exploded over the past five years as we've deployed new systems and products. The focus was always on delivering projects on time.
Well, we've grown up and now have to support those products. Oh, what to do: we've been technology driven, not service driven.
Along comes "IT Services" to provide a blueprint of how to go about implementing a services organization. There's practical advice on determining what "customers" want, what IT can offer, and what to do about the gap. It gives good examples of how to determine service costs. The sample "Service Level Agreement" in Appendix B and discussions of SLAs in the text is probably worth the price of the book alone.
Minor nitpicks - Sometimes the authors could spend a little more time explaining figures and tables: I'm still trying to figure out what authors are trying to convey in the first two rows of Table 5-4 (p. 51).
Overall, I had a hard time putting down the book. The more I read, the more ideas I had. I won't loan out this book for a while - I want to keep it close at hand. My staff will have to get their own copies...
Rating: 2
Summary: It confusing Services?
Comment: This book is very formal approach to IT services. Please don't give it to your customers/clients it will scare them. If you need humor or analogies to make things clear consider another book.The book is very hard to read with wordy sentences. Simplicity is much better, and this book makes some things even more confusing.
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Title: Foundations of Service Level Management by Rick Sturm, Wayne Morris ISBN: 0672317435 Publisher: SAMS Pub. Date: 05 April, 2000 List Price(USD): $24.99 |
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Title: IT Problem Management by Gary Walker, Harris Kern ISBN: 013030770X Publisher: Prentice Hall PTR Pub. Date: March, 2001 List Price(USD): $39.99 |
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Title: IT Manager's Handbook: Getting Your New Job Done by Bill Holtsnider, Brian Jaffe ISBN: 1558606467 Publisher: Morgan Kaufmann Pub. Date: 20 October, 2000 List Price(USD): $39.95 |
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Title: IT Organization: Building A Worldclass Infrastructure by Harris Kern, Stuart D. Galup, Guy Nemiro, Stuart Galup ISBN: 0130222984 Publisher: Prentice Hall PTR Pub. Date: 15 February, 2000 List Price(USD): $42.99 |
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Title: IT Automation: The Quest for Lights Out by Howie Lyke, Debra Cottone ISBN: 0130137863 Publisher: Prentice Hall PTR Pub. Date: 17 December, 1999 List Price(USD): $39.99 |
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