Who Should Read This Book?

IT Services: Costs, Metrics, Benchmarking, and Marketing was written to be viewed from multiple perspectives: the IT professional, the business manager, the customer, and the student.

It serves as a "road map" for IT executives, IT managers, and IT senior technical personnel who are tackling the issues surrounding the development and implementation of an enterprise-wide operations center for commercial off-the-shelf (COTS) application software.

It is a practical guide for business managers working with the IT community to develop a stable, predictable, cost-effective support infrastructure for COTS application software supporting the enterprise.

It is an educational vehicle to help customers better understand what they should expect from their COTS application software support infrastructure and to be better able to articulate their requirements.

It is also an educational vehicle that provides the student, the aspiring IT and business professional, with a real-life practical application of developing and implementing an integrated service delivery model. Practical, not just theory.