Too few UK companies have adopted the practices needed to achieve world class IT service delivery, a new book from the British Computer Society has warned.
The book is aimed at helping organisations raise their IT service standards to cope with increasing demands and gain a competitive edge in the market.
It examines existing and developing global IT standards, performance aspirations and the cultural change needed to achieve world class standards. The book argues that management of IT staff is the key element in running a successful IT service and describes techniques that IT directors and managers can use.
The book’s author, management consultant Peter Wheatcroft, said: "Service is not a product and this is why service is a largely misunderstood part of the IT delivery chain. It is often confused with operations, derided as being the province of the backroom staff, and yet it accounts for the greatest proportion of IT customer complaints when delivery does not match expectations."
Case studies from the private and public sectors are used to illustrate the book's themes.