Contents

• Introduction 2
• IT service 2
• IT service strategy of Accenture 4
• Evaluating performance through metrics 6
• Organizational factors and Management Issues 8
• Recommendations for Improvement 9
• Conclusion 10
• References 11

Description

This assignment answers the following question –
Using the concepts encapsulated in the generic service models matrix (Ward & Peppard, 2002) you are required to analyse the management of the delivery of the particular IS/IT service (eg – helpdesk, back office, software development, IT/IS skills training, IS/IT consultancy services) and write an academic paper that critically reviews the process within an organization (public or private) with which you are familiar. Your paper should include but not limited to –
• The nature of the IT/IS service and its category according to the general service model, with justification
• Organisational factors required to ensure success
• Measures used to access the service performance
• Key management issues to be addressed
• User satisfaction, or otherwise, with the delivery of the service, with evidence and implications
• Recommendations for improvements