Achieving IT Service Quality The Opposite of Luck eBook Chris Oleson
Download As PDF : Achieving IT Service Quality The Opposite of Luck eBook Chris Oleson 
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.
Achieving IT Service Quality The Opposite of Luck eBook Chris Oleson
Well the book was a very easy and enjoyable read. I found it to be very entertaining (I very much like working in Information Technology) and very exciting (did I mention I like IT). I have been in the IT business for a long-long time, spending time in some small mom and pop IT shops as well as a few large corporate IT enterprises. I have come to the conclusion that they are all very similar on one hand but vastly different on the other hand. Every one of these environments, large and small, requires a baseline foundation in which to begin with and then to build upon. This is usually done thru a trial and error process which will become overly painful not only for the IT professional but for the businesses the IT department is supporting. There is one way to avoid that pain and that is to learn from others, using their experiences to avoid those pitfalls while gaining an understanding of what really works and the reason why it works.By writing this book, the three authors openly admit to having made their share of mistakes or minimally were witness to mistakes being made by others. Mistakes may be a strong word and I think a better way of putting it is "not being prepared" or "not having the answer" in any given situation. It is in these times that the pain is felt as a lack of confidence occurs and the second guessing begins.
The book walks you thru everyday situations that an IT professional or organization will find themselves in. They relate these situations using some real life scenarios that we all can gain a visual from; a fireman, a restaurant and a SWAT team. These real life scenarios allow us to understand clearly what is happening, the importance of it and the disappointment we would feel if these situations occurred to us in our daily lives. The book then explains some processes that could/should be incorporated as the situation is occurring in a 'reactive mode' and even some other processes that, if they had been used as part of the daily routine, could have avoided the situation all together or a 'preventative mode'.
Certainly every IT organization will experience some level of crisis, some situations being worse than others. They are reactive, damaging and will eventually turn emotional if not controlled. It is in these times that the IT professional is truly tested. Their decision making process, their ability to communicate, their ability to instill confidence and their ability to lead. This book describes how these three individuals approached those situations and yes they share some embarrassing moments #ie; customer telling them of the problem or some crippling performance that they, as IT professionals, did not know existed#, how they reacted to these mo
Product details
|
Tags : Achieving IT Service Quality: The Opposite of Luck - Kindle edition by Chris Oleson. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading Achieving IT Service Quality: The Opposite of Luck.,ebook,Chris Oleson,Achieving IT Service Quality: The Opposite of Luck,BoolBaby,BUSINESS & ECONOMICS Information Management
People also read other books :
- The Quadity Jacob I Pfeiffer 9780692818305 Books
- The Quadity Jacob I Pfeiffer 9780692818305 Books
- Perfectly Incorrect Why The Common Core Is Psychologically And Cognitively Unsound eBook Terry Marselle
- The Search For My Inner "I" Joseph W Macy 9781483679297 Books
- Perfectly Incorrect Why The Common Core Is Psychologically And Cognitively Unsound eBook Terry Marselle
Achieving IT Service Quality The Opposite of Luck eBook Chris Oleson Reviews
I don't often write book reviews unless I'm very compelled by its content and my experience learning from them. This book is a very easy read especially because of the summaries for each chapter and the clarity for how each challenge can be remedied or improved. It provided me with a very solid foundation on IT Service Quality while also touching on many aspects of problem and change management that normally would not be so closely aligned in deep, IT books - though it makes perfect sense. Also... the analogies are fantastic and keep the book interesting and entertaining. Highly recommended!
After being in IT for over 20 years, I never thought I'd see the day that there was a book about IT service quality that not only "made sense" but was entertaining to boot!
The authors approach IT service quality from a REAL perspective. You're with them, in the trenches, hands-on, and you'll find yourself nodding your head in agreement as you go through each chapter. You'll see yourself in the book and recognize your own mistakes. You'll see your clients or customers and shake your head in disbelief that there are more like that out there. That's the amazing way this book was written.
But it doesn't end there. Unlike other technical books, Oleson, Hagan, and DeMoss don't just hand you a bit of dry techno-babble as a solution, they give you practical, real solutions. As if you were standing in their shoes at the time and experiencing it in real time. You're in their heads, asking the questions, seeking the solution, and questioning the processes.
This book is for anyone who has ever been involved in IT or who desires to make a career out of it. In fact, I think it should be required reading in any course on the subject! I know I'll be recommending it to my students!
Achieving IT Service Quality The Opposite of Luck can benefit the tech department in a large enterprise, down to the independent repair tech. Those who are knowledgeable with ITIL and Six Sigma will recognize certain procedures in the book although not often called out by name. And that's another refreshing angle in this book. Instead of explaining the theory of "Root Cause", the authors give you a real life example of what it means and how to use it!
Although I'm a tech and a technology instructor, I do read novels and regular books. I found myself laughing when I started this book because I found it so riveting, I couldn't put it down! To me, it was as good as any thriller I've read in non-fiction. And that says a lot about a book that covers technology as subject matter.
From chapter-to-chapter, every character in this book is relevant, timely, and tells a story. The story is that IT service quality can be achieved and it's not by luck. By sharing their practical experiences Chris Oleson, Mike Hagan, and Christophe DeMoss have opened a door to IT service quality that allows even the novice to walk through and experience it first hand. You'll read about failures as well as successes and in every story, there's a lesson learned.
I cannot say enough about the merits of this book. Even technical writers should give it a read and learn something from the author's writing style. It's THAT good!
Well the book was a very easy and enjoyable read. I found it to be very entertaining (I very much like working in Information Technology) and very exciting (did I mention I like IT). I have been in the IT business for a long-long time, spending time in some small mom and pop IT shops as well as a few large corporate IT enterprises. I have come to the conclusion that they are all very similar on one hand but vastly different on the other hand. Every one of these environments, large and small, requires a baseline foundation in which to begin with and then to build upon. This is usually done thru a trial and error process which will become overly painful not only for the IT professional but for the businesses the IT department is supporting. There is one way to avoid that pain and that is to learn from others, using their experiences to avoid those pitfalls while gaining an understanding of what really works and the reason why it works.
By writing this book, the three authors openly admit to having made their share of mistakes or minimally were witness to mistakes being made by others. Mistakes may be a strong word and I think a better way of putting it is "not being prepared" or "not having the answer" in any given situation. It is in these times that the pain is felt as a lack of confidence occurs and the second guessing begins.
The book walks you thru everyday situations that an IT professional or organization will find themselves in. They relate these situations using some real life scenarios that we all can gain a visual from; a fireman, a restaurant and a SWAT team. These real life scenarios allow us to understand clearly what is happening, the importance of it and the disappointment we would feel if these situations occurred to us in our daily lives. The book then explains some processes that could/should be incorporated as the situation is occurring in a 'reactive mode' and even some other processes that, if they had been used as part of the daily routine, could have avoided the situation all together or a 'preventative mode'.
Certainly every IT organization will experience some level of crisis, some situations being worse than others. They are reactive, damaging and will eventually turn emotional if not controlled. It is in these times that the IT professional is truly tested. Their decision making process, their ability to communicate, their ability to instill confidence and their ability to lead. This book describes how these three individuals approached those situations and yes they share some embarrassing moments #ie; customer telling them of the problem or some crippling performance that they, as IT professionals, did not know existed#, how they reacted to these mo
0 Response to "⇒ Download Gratis Achieving IT Service Quality The Opposite of Luck eBook Chris Oleson"
Post a Comment