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Harris Kern's Enterprise Computing Institute Ser.: IT Services : Costs, Metrics, Benchmarking and Marketing by Thomas DiPasquale, Anthony F. Tardugno and Robert Matthews (2000, Hardcover)

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About this product

Product Information

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 stable and cost-effective support infrastructures; and an invaluable educational guide for IT consumers who want to know what they can and should expect.

Product Identifiers

Publisher
Prentice Hall PTR
ISBN-10
0130191957
ISBN-13
9780130191953
eBay Product ID (ePID)
1714450

Product Key Features

Author
Robert Matthews, Anthony F. Tardugno, Thomas Dipasquale
Publication Name
It Services : Costs, Metrics, Benchmarking and Marketing
Format
Hardcover
Language
English
Publication Year
2000
Series
Harris Kern's Enterprise Computing Institute Ser.
Type
Textbook
Number of Pages
208 Pages

Dimensions

Item Length
7.2in
Item Height
0.7in
Item Width
9.5in
Item Weight
18.6 Oz

Additional Product Features

Lc Classification Number
Hd9696.67.A2t37 2000
Table of Content
1. Introduction. Background. Sourcing from Within Why Insource? Planning for Success. 2. Getting Started. Writing the Job Ticket "The Ask." Forming "The Core Team." Charting the Approach. 3. Establishing and Managing Coalitions Gaining Buy-In. Establish Management Buy-In Early. Establish Customer Buy-In Early. Establish Supplier Coalitions. Establish an Information Network. Identify and Understand Risk. 4. Business Linkage. Understanding the Company Mission. Services in a Traditional Business Framework. Object-Oriented Service Delivery Framework. Balancing the Services. Services Linkages. 5. Marketing and Communications. Marketing 101. Communicate Early and Often Who,What, When, Where, How. Define/Communicate the Metrics Upfront Quality, Cost, Delivery, Value. Understand/Identify and Communicate Risk. Explain Roles and Responsibilities. 6. Taking a Customer Approach. Understanding Your Customers' Requirements. Developing the Service Model. One-Stop Shopping Seamless Delivery. Customer Satisfaction. 7. Processes and Procedures. Introduction. Customer Communication. Internal Communication Processes and Procedures. Change Control Process. 8. Structuring for Success. Introduction. Structuring the Organization. 9. Resource and Cost Model. Introduction. Resource Model. Estimating Server Units. Resource Spreadsheet. Cost Management. Ongoing DB Monitoring and Maintenance. Application Server Support. Cost Model. 10. Benchmarking. Why Benchmark? Establishing a Company Profile. Identifying Target Companies. Developing Your Questionnaire. Analyzing the Benchmark Data. Implementation. 11. Measuring Success. Defining Success. Ensuring Success. Metrics. When Have You Reached Success? 12. Lessons Learned Key Messages. Overview. Processes. People. Communication. Technology. 13. Frequently Asked Questions (FAQ). Appendix A: Job Descriptions Account Manager. Education. Experience. Skills. Performance Expectations. Training and Development. Oracle System Administrator (OSA). Education. Experience. Skills. Performance Expectations. Training and Development. System Administrator (SA). Education. Experience. Skills. Performance Expectations. Training and Development. Database Administrator (DBA). Education. Experience. Skills. Performance Expectations. Training and Development. Network Specialist (NS). Education. Experience. Skills. Performance Expectations. Training and Development. Operational Manager (Ops Mgr). Education. Experience. Skills. Performance Expectations. Training and Development. Manager Customer Services (CS Mgr). Education. Experience. Skills. Performance Expectations. Training and Development. Appendix B: Sample Service Level Agreement. Section I: System Availability. Section II: Problem Management. Section III: Support Services. Attachment B: Problem Severity Definitions. Attachment C: Problem Resolution Control. Attachment D: Status Call Contacts. Attachment E: Escalation Contacts. Index.
Copyright Date
2000
Target Audience
Scholarly & Professional
Topic
Industries / Computers & Information Technology, Management Information Systems
Lccn
00-020112
Dewey Decimal
004/.068/8
Dewey Edition
21
Illustrated
Yes
Genre
Computers, Business & Economics

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item 1 IT Services: Costs, Metrics, Benchmarking and Marketing - Hardcover - GOOD
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item 2 IT Services: Costs, Metrics, Benchmarking and Marketing - Hardcover - VERY GOOD
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item 6 It Services Costs, Metrics, Benchmarking and Marketing by Tardugno, Anthony F.
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Harris Kern's Enterprise Computing Institute Ser.: IT Services : Costs, Metrics, Benchmarking and Marketing by Thomas DiPasquale, Anthony F. Tardugno and Robert Matthews (2000, Hardcover)

About this product

Product Information

Product Identifiers

Product Key Features

Dimensions

Additional Product Features

All listings for this product

item 1 IT Services: Costs, Metrics, Benchmarking and Marketing - Hardcover - GOOD

item 2 IT Services: Costs, Metrics, Benchmarking and Marketing - Hardcover - VERY GOOD

item 3 IT Services : Costs, Metrics, Benchmarking and Marketing Hardcove

item 4 IT Services : Costs, Metrics, Benchmarking and Marketing Hardcove

item 5 IT Services : Costs, Metrics, Benchmarking and Marketing Hardcove

item 6 It Services Costs, Metrics, Benchmarking and Marketing by Tardugno, Anthony F.

item 7 IT Services: Costs, Metrics, Benchm..., Matthews, Rober

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Leadership : Theory and Practice by Peter G. Northouse (2021, Trade Paperback, Revised edition)

Research Design : Qualitative, Quantitative, and Mixed Methods Approaches by J. David Creswell and John W. Creswell (2022, Trade Paperback)

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