Part 1: The USD – purpose and approach
INTRODUCTION
What is a USD? What are the products and services you will be delivering through the USD? What are the essentials of these products and services? How can you design and build a USD? What do you use the USD for, an internal help desk or an external call centre? Who are your customers?
If your answer is, “Whatever is written in the ten commandments of ITIL, IT4IT, COBIT or VeriSM, ISO 41000 or any other standard or framework”, think again. Businesses (whether they provide services like banking, insurance, government regulation, or whether they make millions of rubber patches for tyres) require help with business issues first and foremost and not on the provision of test environments, or how many ...
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