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Front Matter
Table of Contents
About the Author

IT Services: Costs, Metrics, Benchmarking, and Marketing

Anthony F. Tardugno

Thomas R. DiPasquale

Robert E. Matthews

Publisher: Prentice Hall PTR

First Edition March 10, 1999
ISBN: 0-13-019195-7, 240 pages

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Unleashing the Power of Integrated Service Delivery

Harris Kern s Enterprise Computing Institute Solutions for IT Professionals

Delighting IT customers: the real-world, start-to-finish guide

IT Services is the first 100% customer-focused guide to satisfying the consumers of your company s IT services -- and building the loyalty your IT organization needs. In this book, three leading IT professionals present a fully integrated, comprehensive approach to service delivery in today s global, distributed environments.

You ll discover how to establish processes, service and cost models, performance measurements, and "stretch" goals that achieve clear business benefits-and then transform those goals into reality.

• Proven results, benchmarks, and case studies -- not just theory!

• Linking goal-setting , process development, and metrics to the goals of the enterprise -- step-by-step

• Gaining buy-in from management, internal customers, and external suppliers

• Building stable, predictable and cost-effective application support infrastructures

• Structuring support services for maximum effectiveness

Applicable to both in-house and outsourced operations, IT Services offers a total roadmap for executives building enterprise-wide operations centers; practical help for managers seeking to deliver cost-effective support; and invaluable insight for IT "customers" who need to know what they can expect from their technology professionals.