IT Services Costs, Metrics, Benchmarking and Marketing.pdf

Front Matter
Table of Contents
About the Author
IT Services: Costs, Metrics, Benchmarking, and Marketing
Anthony F. Tardugno
Thomas R. DiPasquale
Robert E. Matthews
Publisher: Prentice Hall PTR
First Edition March 10, 1999
ISBN: 0-13-019195-7, 240 pages
Unleashing the Power of Integrated Service Delivery
Harris Kern’s puting 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 anization 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.
IT Services: Costs, Metrics, Benchmarking, and Marketing
List of Figures
List of Tables
About the Authors
Preface
Who Should Read This Book?
Acknowledgments
1. Introduction
Background
Sourcing from Within—Why Insource?
Planning for ess
2. Getting Started
Writing