Business Intelligence

Enabling Your Enterprise To Deliver IT Service Excellence

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Executive Summary

This business white-paper examines why it is essential for organizations to achieve Information Technology (IT) service excellence, and describes the challenges faced both in the construction and delivery of IT services. It assesses the changing role of IT service delivery management, and highlights the impact of service delivery failure upon the organization. This paper analyses why many organizations are ill-equipped to deliver IT service excellence and proposes a pragmatic approach through which organizations may manage this process to meet/exceed user/customer expectations.

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