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.
Chris Oleson holds a leadership position in IT Operations at a technology startup. He lives in Kirkland, Washington. Mike Hagan is an IT executive in the health insurance industry. He resides in Seattle, Washington. Christophe DeMoss leads a technology solutions practice at Slalom Consulting. He lives in Monroe, Washington.
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ISBN-10: 0982314027
ISBN-13: 978-0982314029
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