The document discusses the key components of a world class IT service delivery organization. It provides a tour of such an organization, outlining the core components including commercialization, processes/practices, organization/management, people/culture. Some of the main aspects covered are business relationship management, financial management, supplier management, ensuring customer satisfaction through surveys, and emphasis on processes like the service desk, incident management, problem management, and change management. Becoming world class is a significant challenge that takes time and a focus on the right skills, culture, and continuous improvement.

1. Taking A Tour Around A World Class IT Service Delivery Organisation Dave Claridge Atos KPMG Consulting