The Hands-On Project Office

The Hands-On Project Office

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Economic pressures have forced IT executives to demonstrate the immediate and calculable ROI of new technology deployments. Unfortunately, existing IT service delivery often drifts without serious thought as to how process improvements could lead to higher performance and customer satisfaction. The Hands-On Project Office: Guaranteeing ROI and On-Time Delivery offers the proven processes, techniques, and tools that IT managers can use to immediately improve the delivery of IT products and services. This compendium of best practices and practical recommendations details simple, deployable frameworks, practical tools, and time-tested best practices for successful IT service and project delivery management. Recognizing how your tech staff can do more with less, this practitioner's handbook describes how you can better coordinate work efforts, hold project teams accountable, and communicate and demonstrate the importance of IT services to your company as a whole. By explaining how to streamline the functions that capture and report information about IT delivery, this volume clarifies roles, responsibilities, customer expectations, and performance measures, resulting in improved service and efficiency. Emphasizing the establishment of processes that result in repeatable success, the book provides quickly implementable solutions for IT personnel faced with the daily management of large, complex systems.If your service teams are meeting 80 percent of customer needs through Tier 1 services, 15 percent through Tier 2 services, and 5 percent ... THE SERVICE DELIVERY AGREEMENT The SLA is first and foremost a framework for discussions about the customera#39;s service requirements and the IT ... Generally speaking, SLAs cover the following subjects: * For an electronic version of the SLA templateanbsp;...

Title:The Hands-On Project Office
Author:Richard M. Kesner
Publisher:CRC Press - 2003-12-18


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