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IT Services
Anthony F. Tardugno
Thomas R. DiPasquale
Robert E. Matthews
其他書名
Costs, Metrics, Benchmarking, and Marketing
出版
Prentice Hall Professional
, 2000
主題
Business & Economics / Industries / Computers & Information Technology
Business & Economics / Information Management
Computers / General
Computers / Management Information Systems
Computers / Networking / General
Computers / Distributed Systems / General
ISBN
0130191957
9780130191953
URL
http://books.google.com.hk/books?id=TxAcZ-sA6L0C&hl=&source=gbs_api
EBook
SAMPLE
註釋
1919E-7 Unleashing the Power of Integrated Service Delivery Harris Kern's Enterprise Computing Institute Solutions for IT Professionals Delighting IT customers: the real-world, start-to-finish guide IT Services is the first 100% customer-focused guide to satisfying the consumers of your company's IT services - and building the loyalty your IT organization needs. In this book, three leading IT professionals present a fully integrated, comprehensive approach to service delivery in today's global, distributed environments. You'll discover how to establish processes, service and cost models, performance measurements, and "stretch" goals that achieve clear business benefits-and then transform those goals into reality.
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
Gaining buy-in from management, internal customers, and external suppliers
Building stable, predictable and cost-effective application support infrastructures
Structuring support services for maximum effectiveness
Applicable to both in-house and outsourced operations, IT Services offers a total roadmap for executives building enterprise-wide operations centers; practical help for managers seeking to deliver cost-effective support; and invaluable insight for IT "customers" who need to know what they can expect from their technology professionals.