IT Services Costs, Metrics, Benchmarking and Marketing
||Author: Anthony Tardugno, Thomas DiPasquale, Robert Matthews|
List Price: $44.99
Our Price: Click to see the latest and low price
Publisher: Prentice Hall PTR (10 March, 2000)
Sales Rank: 34,807
Average Customer Rating: 4 out of 5
Customer ReviewsRating: 2 out of 5
It confusing Services?
This book is very formal approach to IT services. Please don't give it to your customers/clients it will scare them. If you need humor or analogies to make things clear consider another book.The book is very hard to read with wordy sentences. Simplicity is much better, and this book makes some things even more confusing.
Rating: 3 out of 5
Great concepts but lacks examples
I bought it with the objective of having it as a reference for managing data center operations. The ideas and concepts were very interesting, and I totally agree that the starting point should include determining linkages with the core business and getting management support. Most useful to me are the following chapters:
Processes and Procedures - gives a framework on processes such as customer communication, internal communication, and change control.
Resource and cost model - helps determine the types and amount of resources (material, human, etc.) that are needed to efficiently serve requirements.
Measuring Success - discusses service levels and their measurement and coming up with service level agreements (SLAs)
The Appendices on job descriptions and sample SLA is also a great help.
The reason why I'm only giving 3 stars is that the authors could have given more examples as they explain the concepts. A line in the back cover page says "proven results, benchmarks and case studies--not just theory!" Sad to say, except for the sample SLA, this was not really delivered. It would help if the authors came up with even a fictitious company and apply the concepts to it.
Again, the ideas and concepts are great, but the authors could have given more examples to help explain them. So if the authors come up with a new edition or a sequel that addresses this, I'd be most interested in buying it!
Rating: 4 out of 5
Excellent reading if you deal with IT data centers.
This is a book that many IT managers have to read, it's a quick meal though, no details but a balanced dose of good ideas and a window on Service delivery where IT data centers is no longer a "cost center". The only thing I did not like is to center the data center around SUN and Oracle or a brand in general, although it is clear the book reflects the authors experience in SUN/Oracle environment.
I advise anyone who has anything with today's data centers (no matter his or her technical level) to read this book.
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