List of Tables

List of Tables

Table 3-1 Resource Model

Table 3-2 Skills Matrix

Table 5-1 Delivery of IT Services from an IT Perspective

Table 5-2 The Same Service Deliverables Viewed from a Business Perspective

Table 5-3 Charting Options

Table 5-4 Charting Criteria in an SLA Agreement

Table 5-5 Service and Associated Cost Model

Table 7-1 The Customer Contact List

Table 7-2 The Change Control List

Table 9-1 Cost Model

Table 11-1 Service Level Framework

Table 11-2 Measuring Service Offerings

Table 11-3 Service Metrics