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 ...

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

ISBN-13: 9780130191953