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Lessons Learned—Key Messages
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Lessons Learned—Key Messages
by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno
IT Services: Costs, Metrics, Benchmarking, and Marketing
Copyright
List of Figures
List of Tables
Preface
Acknowledgments
Introduction
Background
Sourcing from Within—Why Insource?
Planning for Success
Getting Started
Writing the Job Ticket—"The Ask"
Forming "The Core Team"
Charting the Approach
Establishing and Managing Coalitions—Gaining Buy-In
Establish Management Buy-In Early
Establish Customer Buy-In Early
Establish Supplier Coalitions
Establish an Information Network
Identify and Understand Risk
Business Linkage
Understanding the Company Mission
Services in a Traditional Business Framework
Object-Oriented Service Delivery Framework
Balancing the Services
Services Linkages
Marketing and Communications
Marketing 101
Communicate Early and Often—Who,What, When, Where, How
Define/Communicate the Metrics Upfront—Quality, Cost, Delivery, Value
Understand/Identify and Communicate Risk
Explain Roles and Responsibilities
Taking a Customer Approach
Understanding Your Customers' Requirements
Developing the Service Model
One-Stop Shopping—Seamless Delivery
Customer Satisfaction
Processes and Procedures
Introduction
Customer Communication
Internal Communication Processes and Procedures
Change Control Process
Structuring for Success
Introduction
Structuring the Organization
Resource and Cost Model
Introduction
Resource Model
Estimating Server Units
Resource Spreadsheet
Cost Management
Ongoing DB Monitoring and Maintenance
Application Server Support
Cost Model
Benchmarking
Why Benchmark?
Establishing a Company Profile
Identifying Target Companies
Developing Your Questionnaire
Analyzing the Benchmark Data
Implementation
Measuring Success
Defining Success
Ensuring Success
Metrics
When Have You Reached Success?
Lessons Learned—Key Messages
Overview
Processes
People
Communication
Technology
Frequently Asked Questions (FAQ)
Job Descriptions
Account Manager
Oracle System Administrator (OSA)
System Administrator (SA)
Database Administrator (DBA)
Network Specialist (NS)
Operational Manager (Ops Mgr)
Customer Services Manager (CS Mgr)
Sample Service Level Agreement
Section I: System Availability
Section II: Problem Management
Section III: Support Services
Attachment B: Problem Severity Definitions
Attachment C: Problem Resolution Control
Attachment D: Status Call Contacts
Attachment E: Escalation Contacts
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When Have You Reached Success?
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Overview
Chapter 12. Lessons Learned—Key Messages
Overview
Processes
People
Communication
Technology
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