8207 DIS Learning Pauses
8207 DIS Learning Pauses
8207 DIS Learning Pauses
Services
learning pauses 1-13
Sanjiva Shankar Dubey
1
Source : IT Services business management Sanjiva Shankar Dubey,
PHI learning ISBN: 978-81-203-4531-7
Learning Pause 1
2
IT Services business management Sanjiva Shankar Dubey,
PHI learning ISBN: 978-81-203-4531-7
Learning Pause 2
What are the key processes of an IT services enterprise?
Take any two process and draw input and outputs from
these processes
Describe the relationship with other groups in any IT
services company.
They should draw relationship to find which activity
will take which all inputs to produce which all outputs?
4
IT Services business management Sanjiva Shankar Dubey,
PHI learning ISBN: 978-81-203-4531-7
Activity
Read SALT 5.2
Write the answers to the questions of SALT 5.2
5
SALT (Story And Learning Task) 5.1: People are the key in Services
Summer afternoon in Delhi are not the pleasant time to go out for customer meeting. By the time Principal Consultant parked his car in the
Summer
busy Bhadurafternoon in Delhi
Shah Jafar Marg are
andnot the pleasant
walked upto thetime to gotower,
express out forhecustomer meeting.
was drenched By theHe
in sweat. time Principal
needed Consultant
to cool down andparked
wantedhistocar in the
head
busy Bhadur
straight Shah Jafar
to the cafeteria Margup
to pick and walked
a bottle ofupto thesoft
chilled express tower, he was drenched in sweat. He needed to cool down and wanted to head
drink.
straight to the cafeteria to pick up a bottle of chilled soft drink.
From the corridor across the hall he saw his room has a small crowd, but he ignored and continued to walk towards the pantry.
Fromsir
Hello the corridor
we needacross the hall he A
you quickly. saw his room
young has acame
associate smallrunning
crowd,tobuthim.
he ignored and continued to walk towards the pantry.
Hello sir we need you quickly. A young associate came running to him.
But I need chilled soft drink... I am thirsty... you know he chuckled... but what happened? he replied.
But I need chilled soft drink... I am thirsty... you know he chuckled... but what happened? he replied.
I will fetch that for you... the MD office has called 5 times since you were away and the her Secretary is holding line for you.. and she ran
toIfetch
will his
fetch
colathat for you...
drink. (Thosethewere
MD the
office
days has called
when 5 times
mobile sincehave
phones you were away and
not become the her Secretary is holding line for you.. and she ran
so ubiquitous.)
to fetch his
Professor, thecola
ABC drink. (Those
Power CIO were
wouldthe days
like when
to talk tomobile phonesApparently
you urgently. have not become so ubiquitous.)
the IT consulting and implementation they awarded to MNC
Professor, the ABC Power CIO would like to talk to you urgently. Apparently the
Consulting has run in rough weather. I met the ABC Power MD on a social gathering last night and IT consulting and
heimplementation
was sharing histhey awarded
plight of howtotheMNC
Consulting
MNC has run
consulting teaminisrough weather.along
not working I metwith
the theirs.
ABC Power MD onslowly.
MD spoke a social
Shegathering last night
had nicknamed himandProfessor
he was sharing his habit
due to his plightofofexplaining
how the
MNC consulting team is not working
things in detail and grey hairs or both. along with theirs. MD spoke slowly. She had nicknamed him Professor due to his habit of explaining
things in detail and grey hairs or both.
Not an issue. I am back in the office with no desire to leave till the city cools down in the evening. Do ask him to call after an hour or so...
heNot
saidanBut
issue.
whatI am
do Iback in the
do we do...office with noisdesire
the contract with to leave
other till the what
company city cools down
way we caninhelp
the evening. Do ask him to call after an hour or so...
he added.
he said But what do I do we do... the contract is with other company what way we can help he added.
Professor dont worry about future. You just explain his questions the best you can and leave the rest to me and tomorrow! She laughed at
theProfessor
other end.dont worry about future. You just explain his questions the best you can and leave the rest to me and tomorrow! She laughed at
Bythe theother
timeend.
he was half way though his chilled cola and 30 mails his secretary announced that the CIO of ABC Power was on the other end
By the time
waiting for him. he He
wasasked
half way
her tothough histhe
transfer chilled colasignaled
call and and 30 mails his the
to close secretary
door. announced that the CIO of ABC Power was on the other end
Thewaiting for him. He had
CIO surprisingly asked
noher to transfer
technical the call
question and He
to ask. signaled to close the
was concerned door.the way the incumbent IT Service Company has staffed the
about
The CIO surprisingly had no technical question to ask. He was concerned
team. He was curious as to how he would have staffed his team in terms of skills, attitude about the way and
the incumbent
experience IT
if aService
similarCompany has staffed
project would have the
team.
been He wastocurious
assigned his firm.as Talking
to how he would
ideal have itstaffed
situation was no hisbrainer
team intoterms of skills,
visualize why theattitude
ABCand experience
Power if a similar
was unhappy. It wasproject would
clear case of have
bait
and switch which means the services firm puts different sets of people than the one who were paraded during the engagement cycle of bait
been assigned to his firm. Talking ideal situation it was no brainer to visualize why the ABC Power was unhappy. It was clear case of
and switch
selling whichcontract.
the services means the In services
addition firm putswanted
the CIO differentto sets
know of how
peoplethethan theteam
client one should
who were
staffparaded during
themselves as the
anyengagement cycle ofis
IT services project
sellingbut
nothing theco-creation
services contract.
of value Inby
addition the CIO
client and wantedprovider.
IT service to knowThe howdiscussion
the client went
team onshould
aboutstaff themselves
managing as any
change that IT
ITservices project is
project would
nothing but co-creation of value by
bring and what initiatives are needed, thereof. client and IT service provider. The discussion went on about managing change that IT project would
It bring
was past and6what initiatives
oclock when the areconversation
needed, thereof.was finished, full three hours. Luckily it was not on mobile phone else the call would have
It was past 6 oclock when the conversation
dropped ten times and battery would have gone was
byfinished,
now. Thefull three
sweet oldhours. Luckily
land line phoneit was
withnot on mobile
powerful phone
speaker andelse the call would
microphone workedhave
dropped
beautifully. ten times and battery would have gone by now. The sweet old land line phone with powerful speaker and microphone worked
beautifully.
6
At home late night he received a call from his boss that ABC Power has decided to cancel the contract of IT consulting and services with
At home
MNC late night
Consulting. he received
They now wanta to
callseek
from hisservices
their boss thatand
ABC Power
insist that has
the decided
Principaltowhom
cancelCIO
the contract of IT
spoke must consulting
lead andAnd
the project. services with
I have no
MNC Consulting. They now want to seek their services and insist that the Principal whom CIO spoke must lead the project.
reasons to disagree, you plan for execution I will work the contract details with them and keep you in the loop she said. The principal And I have no
learning Pause 4
What are the 6 Ps of IT services?
Explainhow IT services marketing is different
as compared with other services.
Discussthe various IT Services Marketing
processes?
Explain one process each in brief with a
suitable diagram
7
IT Services business management Sanjiva Shankar Dubey,
PHI learning ISBN: 978-81-203-4531-7
BDM as a Tool used by a Parallel for a BDM Used to
Mountaineer mountaineer
Binoculars Industry Research Spot opportunities
reports and trends earlier before the
competition
Magnifying Qualification process Qualify opportunities,
Glass weeds out the
unproductive ones
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Learning Pause 6
Discuss the three typical IT services
offerings
What precautions will you take to write a
winning IT services sales proposal
Discuss
Need for Building Trust in IT Services selling
Managing Internal competition
Entering a new account/new market
Managing Continuous sales relationship
10
IT Services business management Sanjiva Shankar Dubey,
PHI learning ISBN: 978-81-203-4531-7
Learning Pause 7
Discuss the major processes and sub
processes of IT services Delivery
management
Your firm has recently been awarded a
new service contract in large bank.
This bank already had an IT services
provider who was not selected for
continuation. Which process would be
the first process for successful delivery
at the initial stages and why?
11
IT Services business management Sanjiva Shankar Dubey,
PHI learning ISBN: 978-81-203-4531-7
Learning Pause 8
Discuss in the group why
What are the various gaps which if not taken care would
lead to service delivery issues ?
Examining Demings Philosophy to achieve IT Services
Quality
12
IT Services business management Sanjiva Shankar Dubey,
PHI learning ISBN: 978-81-203-4531-7
Learning pause 9
13
Learning Pause 10
Discuss
What are the characteristics of winning teams in IT
Services enterprises?
How ITSE teams are different than teams of other
industries?
How to manage Interface Zones of various team in a
typical ITSE?
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Learning Pause 11
15
Learning Pause 12
Why ITSE must grow to remain its viable?
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