IT Services: Costs, Metrics, Benchmarking and Marketing
Anthony F. Tardugno, Thomas R. DiPasquale, Robert E. MatthewsISBN: 0-13-019195-7;
Издательство: Prentice Hall Ptr/ Prentice Hall PTR
Enhance customer satisfaction with IT services - a start-to-finish guide. 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! How to build stable, predictable and cost-effective application support infrastructures. This is the first 100% customer-focused guide to satisfying the consumers of your company's IT services - and building the loyalty your IT organization desperately needs. IT Services presents every element of a comprehensive approach to service delivery in global, distributed environments. Learn how to establish a vision, processes, service and cost models, performance measurements and "stretch" goals that achieve real business benefits. Applicable to both in-house and outsourced operations, IT Services serves as a roadmap for executives building enterprise-wide operations centers; a practical guide for managers seeking to developer...