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This customer-focused guide presents a comprehensive approach to service delivery in global, distributed environments. IT executives learn how to establish a vision, processes, service and cost models, performance measurements, and "stretch" goals that achieve real business benefits. This book emphasizes proven results and case study rather than just theory.

It Services Costs, Metrics, Benchmarking and Marketing 2000, Prentice Hall, Upper Saddle River, NJ

ISBN-13: 9780130191953