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IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93
Authors:
Anthony Tardugno
,
Thomas DiPasquale
,
Robert Matthews
BUY ON AMAZON
Starting Page
Table of Content
Front Matter
List of Figures
List of Tables
About the Authors
Preface
Who Should Read This Book?
Acknowledgments
Chapter 1. Introduction
1.1 Background
1.2 Sourcing from WithinWhy Insource?
1.3 Planning for Success
Chapter 2. Getting Started
2.1 Writing the Job TicketThe Ask
2.2 Forming
2.3 Charting the Approach
Chapter 3. Establishing and Managing CoalitionsGaining Buy-In
3.1 Establish Management Buy-In Early
3.2 Establish Customer Buy-In Early
3.3 Establish Supplier Coalitions
3.4 Establish an Information Network
3.5 Identify and Understand Risk
Chapter 4. Business Linkage
4.1 Understanding the Company Mission
4.2 Services in a Traditional Business Framework
4.3 Object-Oriented Service Delivery Framework
4.4 Balancing the Services
4.5 Services Linkages
Chapter 5. Marketing and Communications
5.1 Marketing 101
5.2 Communicate Early and OftenWho,What, When, Where, How
5.3 DefineCommunicate the Metrics UpfrontQuality, Cost, Delivery, Value
5.4 UnderstandIdentify and Communicate Risk
5.5 Explain Roles and Responsibilities
Chapter 6. Taking a Customer Approach
6.1 Understanding Your Customers Requirements
6.2 Developing the Service Model
6.3 One-Stop ShoppingSeamless Delivery
6.4 Customer Satisfaction
Chapter 7. Processes and Procedures
7.1 Introduction
7.2 Customer Communication
7.3 Internal Communication Processes and Procedures
7.4 Change Control Process
Chapter 8. Structuring for Success
8.1 Introduction
8.2 Structuring the Organization
Chapter 9. Resource and Cost Model
9.1 Introduction
9.2 Resource Model
9.3 Estimating Server Units
9.4 Resource Spreadsheet
9.5 Cost Management
9.6 Ongoing DB Monitoring and Maintenance
9.7 Application Server Support
9.8 Cost Model
Chapter 10. Benchmarking
10.1 Why Benchmark?
10.2 Establishing a Company Profile
10.3 Identifying Target Companies
10.4 Developing Your Questionnaire
10.5 Analyzing the Benchmark Data
10.6 Implementation
Chapter 11. Measuring Success
11.1 Defining Success
11.2 Ensuring Success
11.3 Metrics
11.4 When Have You Reached Success?
Chapter 12. Lessons LearnedKey Messages
12.1 Overview
12.2 Processes
12.3 People
12.4 Communication
12.5 Technology
Chapter 13. Frequently Asked Questions (FAQ)
Appendix A. Job Descriptions
A.1 Account Manager
A.2 Oracle System Administrator (OSA)
A.3 System Administrator (SA)
A.4 Database Administrator (DBA)
A.5 Network Specialist (NS)
A.6 Operational Manager (Ops Mgr)
A.7 Customer Services Manager (CS Mgr)
Appendix B. Sample Service Level Agreement
Section I: System Availability
Section II: Problem Management
Section III: Support Services
Attachment B: Problem Severity Definitions
Attachment C: Problem Resolution Control
Attachment D: Status Call Contacts
Attachment E: Escalation Contacts
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93
Authors:
Anthony Tardugno
,
Thomas DiPasquale
,
Robert Matthews
BUY ON AMAZON
Cisco IOS in a Nutshell (In a Nutshell (OReilly))
Setting the Router Name
The line Command
Interior Routing Protocols
Switches and VLANs
Troubleshooting and Logging
MySQL Cookbook
Introduction
Avoiding Output Column Order Problems When Writing Programs
Performing Calculations with TIMESTAMP Values
Calculating Descriptive Statistics
Displaying Query Results as Lists
Junos Cookbook (Cookbooks (OReilly))
Configuring the Router for the First Time
Turning On Logging
Monitoring Interface Traffic
Configuring OSPF
Diagnosing TCP Session Problems
Quantitative Methods in Project Management
Project Value: The Source of all Quantitative Measures
Organizing and Estimating the Work
Making Quantitative Decisions
Risk-Adjusted Financial Management
Quantitative Methods in Project Contracts
.NET-A Complete Development Cycle
Evaluating .NET for Windows Client Applications
Requirements for the GDI+ Extensions
Analysis of the Image Postprocessing Requirements
Adding 3D Text to the Photo Editor Application
Database Access with ADO.NET
Python Programming for the Absolute Beginner, 3rd Edition
PyDraw: Painting and Moving Graphics
Reversing Sequences
Data Structures Versus Python Built-ins
Part V: Integration
On Sinking the Titanic
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