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Service Delivery Management

In: Going Corporate

Author

Listed:
  • Shailendra Kadre

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.

Suggested Citation

  • Shailendra Kadre, 2011. "Service Delivery Management," Springer Books, in: Going Corporate, chapter 0, pages 55-67, Springer.
    • Handle: RePEc:spr:sprchp:978-1-4302-3702-0_4
    DOI: 10.1007/978-1-4302-3702-0_4
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