Home » It Services: Costs, Metrics, Benchmarking and Marketing by Anthony Tardugno
It Services: Costs, Metrics, Benchmarking and Marketing Anthony Tardugno

It Services: Costs, Metrics, Benchmarking and Marketing

Anthony Tardugno

Published March 20th 2000
ISBN : 9780132621953
Paperback
208 pages
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 About the Book 

Unleashing the Power of Integrated Service DeliveryHarris Kerns Enterprise Computing Institute Solutions for IT ProfessionalsDelighting IT customers: the real-world, start-to-finish guideIT Services is the first 100% customer-focused guide toMoreUnleashing the Power of Integrated Service DeliveryHarris Kerns Enterprise Computing Institute Solutions for IT ProfessionalsDelighting IT customers: the real-world, start-to-finish guideIT Services is the first 100% customer-focused guide to satisfying the consumers of your companys 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 todays global, distributed environments.Youll 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-stepGaining buy-in from management, internal customers, and external suppliersBuilding stable, predictable and cost-effective application support infrastructuresStructuring support services for maximum effectivenessApplicable 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.