Service Delivery Management

Shailendra Kadre

Chapter Chapter 4 in Going Corporate, 2011, pp 55-67 from Springer

Abstract: Abstract This chapter is about production support, otherwise known as service delivery management. In the past few years, it has emerged as a major revenue earner for the traditional IT services companies across the world. Service-level agreements (SLAs), process automation tools, and many other things that you need to know about service delivery management are also discussed. The chapter ends with a case study on service delivery in a Fortune 500 company, discussing the company’s service delivery organization (SDO), its real-time SLAs, and much more.

Keywords: Service Delivery; Change Management; Enterprise Architecture; Support Team; Production Support (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-1-4302-3702-0_4

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DOI: 10.1007/978-1-4302-3702-0_4

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