Why This Book?

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, especially in the areas of:
  • Availability
  • Scalability
  • Performance
  • Error rates
• 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.