Achieving IT Service Quality

Learn how to effectively run large IT systems such that they work well and create happy customers. A complement to ITIL, the authors cover everything from technology to process to organization design.

Learn how to effectively run large IT systems such that they work well and create happy customers. A complement to ITIL, the authors cover everything from technology to process to organization design. Many IT organizations suffer from poor system and service quality with costly consequences. Every day it seems there’s a new media report of a system failure damaging a company’s bottom line or reputation. Don’t let your business be next. Achieving IT Service Quality demonstrates that achieving superior IT system results is the opposite of luck. Whether you currently employ a service quality framework such as ITIL or not, this book can help your organization stop relying on expensive Band-Aids to put IT systems back together during a crisis; integrate innovative practices in technology, process, and organizational design; learn a practical and realistic methodology to dramatically improve IT service quality; build a culture of prevention and improvement for the short- and long-term. Built on the experiences and proven techniques of three IT professionals with a combined 40 years in the industry, this book provides insights on the dos and don’ts of equipping your business with high-performing, competitive IT services.

A longtime member of the Society for Information Management, Chris Oleson has worked in the IT field at a global consulting firm, a large corporation, a regional non-profit, and as an independent consultant. He currently holds a leadership position in IT Operations at a technology startup. Chris obtained a bachelor’s degree in economics and communications from the University of Washington and lives in Kirkland, Washington, with his family. Mike Hagan has been a senior information technology leader at several large U.S. companies and is currently an IT executive in the health insurance industry. He has a BA in journalism and mass communication from Iowa State University. He resides in Seattle, Washington, with his family. Christophe DeMoss has extensive experience in numerous IT leadership roles andcurrently leads a technology solutions practice at the national firm Slalom Consulting.He earned an MBA from Washington State University, and lives in Monroe, Washington, with his family.