Intelligent Service Delivery - The Challenge For IT
Demonstrating the business value of IT - and its value for money - is now more challenging than ever. At the heart of this issue is the delivery of IT services to the business. Success in demonstrating the business value of IT is dependent on measuring and managing the service. A "service response" approach to ensure the service can be shown to meet business perceptions is essential. This practice of Intelligent Service Delivery has a high payoff and can be implemented rapidly.
Specifically, this paper outlines:
- The IT service delivery challenge
- The five dimensions of Intelligent Service Delivery
- How to make IT service delivery meaningful and measurable - Introducing 'Service Response'
- The business case for Intelligent Service Delivery
Lockett, M. (2003) Intelligent Service Delivery - The Challenge For IT, Logical