IT Services: Costs, Metrics, Benchmarking and Marketing (Harris Kern’s Enterprise Computing Institute Series)
Publisher: Prentice Hall PTR
Number of Pages: 208
Published: 2000-03-20
List price: $49.99
ISBN-10: 0130191957
ISBN-13: 9780130191953
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 pr...