Wednesday, March 20, 2002
I've also been heavily influenced by the books in Harris Kern's Enterprise Computing Series, all of which are focused on some aspect of service delivery. My exposure to this outstanding series was IT Services Costs, Metrics, Benchmarking and Marketing. Discovering this book was a turning point because it synthesized all of my experience that I'd gained in a quarter of a century in the industry. I quickly snapped up the other books in the series, many of which had the same profound influence on my thinking and/or validated my own experience and knowledge. The best among them are
- IT Problem Management, which widens the scope of help desk operations into a unified view of enterprise-wide problem management processes. It also shows that help desk operations is but a small part of problem management - a fact that seems lost on too many help desk "experts".
- High Availability: Design, Techniques and Processes, augmenting IT problem Management by adding a layer of detail about supporting processes.
- IT Systems Management: Designing, Implementing, and Managing World-Class Infrastructures,which Mike and I recently reviewed - see Mike's 18 March entry in Postcards from the Revolution.
- Mission Critical Systems Management.
- Strategies for Web Hosting and Managed Services (see the book's associated discussion forum for more information).
- IT Service Management Problem and Incident Management
- Tier 1 Support Issues
- Service Level Management Basics
- Policy-Based Service Management
- Managing Service Provider Performance
- Selective Outsourcing
- Measuring and Analyzing Service Level Agreements
- Supply-Side SLAs for Application Service Providers
- Theory and Practice of Internet SLAs
Best regards from Azusa, California. Linda Zarate
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