IT Services: Costs, Metrics, Benchmarking and Marketing

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9780130191953: IT Services: Costs, Metrics, Benchmarking and Marketing

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 stable and cost-effective support infrastructures; and an invaluable educational guide for IT consumers who want to know what they can and should expect.

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From the Back Cover:


1919E-7

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.

About the Author:

Anthony F. Tardugno has over 15 years of IT and product development experience, ranging from software engineering to IT management. He is now Manager, Site Manufacturing Information Technology for the Corporate Strategic Services Division at Xerox.

Thomas R. Dipasquale has, since 1995, served as an IT consultant for Sun Microsystems' Professional Services Organization. He has specialized in operations processes, server consolidation, total cost of ownership issues, and electronic commerce.

Robert E. Matthews has served as IT consultant for Sun Microsystems' Professional Services Organization since 1995, specializing in operations, server consolidation, total cost of ownership, and E-commerce.

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Anthony Tardugno; Thomas DiPasquale; Robert Matthews
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