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IT Services: Costs, Metrics, Benchmarking and Marketing



Год выпуска: 2000
Автор: Anthony F. Tardugno, Thomas R. DiPasquale, Robert E. Matthews
Издательство: Prentice Hall Ptr
Страниц: 240
ISBN: 0-13-019195-7
Описание
Enhance customer satisfaction with IT services - a start-to-finish guide. 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! How to build stable, predictable and cost-effective application support infrastructures. 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 practical guide for managers seeking to developer...


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Юлия, большое Вам спасибо! Заказывала сопровождение и консультации для дипломной работы по Великобритании, защитилась на "отлично" )