IT Service Delivery Management: Excellence Model

Ah!, the sweet taste of ITSM IT services management ... Hershey's adopt Sun Micro's service excellence model to improve the delivery of business value. Sun has developed a portfolio of aligned IT services, called SunTone. ...

IT Service Delivery Management: Excellence Model: Via Sun Microsystems: The Hershey Company Continues To Use Sun Microsystems' SunTone Service Excellence Model to Improve IT Service Delivery Management ...

... "Sun Tone is part of Sun's integrated portfolio of aligned services that provide IT infrastructure planning, assessments, and resolution services for customer business issues. SunTone helps enterprises derive greater business value from IT, transforming IT from a support function to a provider of business-led services that create competitive advantage. SunTone Service Excellence Model provides guidance and a measurement system for Sun Tone users. The new SunTone Service Excellence Model 3.0 brings advancements in industry standard and regulatory compliance, major enhancements in security, greater manageability, and requirements for financial management.

By adopting the SunTone Service Excellence Model and consistently operating enterprise data center services in accordance with SunTone certification requirements, Hershey was able to improve service availability and operational efficiency. Hershey was also able to reduce the time and effort required to meet requirements for IT governance. Hershey's experience is representative of a current global market trend to adopt IT service management (ITSM) principles to improve IT governance, compliance, drive operational efficiencies and derive greater business value from IT. The SunTone Service Excellence Model covers all the elements involved in delivering IT services -- system architecture, operational processes, and human skills. " ...

The Hershey Company (NYSE: HSY) is a leading snack food company and the largest North American manufacturer of quality chocolate and non-chocolate confectionery products. With revenues of over $4 billion and more than 13,000 employees worldwide, The Hershey Company markets such well-known brands as Hershey's, Reese's, Hershey's Kisses, Kit Kat, Almond Joy, Mounds, Jolly Rancher, Twizzlers, Ice Breakers, and Mauna Loa, as well as innovative new products such as Take 5 and Hershey's Cookies.