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catalog abstract ""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." "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."--Jacket.".
catalog contributor b11647811.
catalog contributor b11647812.
catalog contributor b11647813.
catalog created "c2000.".
catalog date "2000".
catalog date "c2000.".
catalog dateCopyrighted "c2000.".
catalog description ""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."--Jacket.".
catalog description ""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."".
catalog description "Includes bibliographical references and index.".
catalog description "Sourcing from Within--Why Insource? -- Customer Satisfaction -- Definability and Measurability -- Stability and Variability -- Predictability -- Planning for Success -- Understand and Define Your Problem Set -- Define Your Scope -- Establish Guiding Principles -- Make Fact-Based Decisions -- Benchmark -- Understand Your Goal/Define Your End State -- Establish Coalitions/Gain Buy-In -- Exercise Quality -- Develop a Plan and Stick To It -- Writing the Job Ticket--"The Ask" -- Problem Statement -- Purpose/Statement of Deliverables -- Scope/Boundaries -- Team Definitions -- Forming "The Core Team" -- Find a Strong/Capable Project Manager -- Selecting the Members of the "Core Team" -- Staff Team with Dedicated Resources -- Empower the Work Group--Autonomy -- Charting the Approach -- Restate the Problem Set -- Define the Scope -- Define Your Work Process/Review and Feedback Loop -- Gain Buy-In Early -- Have Fun! -- Establishing and Managing Coalitions--Gaining Buy-In -- Establish Management Buy-In Early -- Supporter -- Non-Supporter -- "On the Fence" -- Establish Customer Buy-In Early -- Establish Supplier Coalitions -- Procure Subject Matter Experts (SMEs) -- Test Market for Resource Availability-- Can It Be Staffed Effectively? -- Establish an Information Network -- Identify and Understand Risk -- Business Linkage -- Understanding the Company Mission -- Services in a Traditional Business Framework -- Object-Oriented Service Delivery Framework -- Balancing the Services -- Services Linkages -- Marketing and Communications.".
catalog extent "xxvii, 201 p. :".
catalog hasFormat "IT services.".
catalog identifier "0130191957".
catalog isFormatOf "IT services.".
catalog isPartOf "Enterprise computing series".
catalog isPartOf "Harris Kern's Enterprise Computing Institute (Series)".
catalog issued "2000".
catalog issued "c2000.".
catalog language "eng".
catalog publisher "Upper Saddle River, NJ : Prentice Hall PTR,".
catalog relation "IT services.".
catalog subject "004/.068/8 21".
catalog subject "Computer industry Customer services.".
catalog subject "Computer service industry.".
catalog subject "HD9696.67.A2 T37 2000".
catalog tableOfContents "Sourcing from Within--Why Insource? -- Customer Satisfaction -- Definability and Measurability -- Stability and Variability -- Predictability -- Planning for Success -- Understand and Define Your Problem Set -- Define Your Scope -- Establish Guiding Principles -- Make Fact-Based Decisions -- Benchmark -- Understand Your Goal/Define Your End State -- Establish Coalitions/Gain Buy-In -- Exercise Quality -- Develop a Plan and Stick To It -- Writing the Job Ticket--"The Ask" -- Problem Statement -- Purpose/Statement of Deliverables -- Scope/Boundaries -- Team Definitions -- Forming "The Core Team" -- Find a Strong/Capable Project Manager -- Selecting the Members of the "Core Team" -- Staff Team with Dedicated Resources -- Empower the Work Group--Autonomy -- Charting the Approach -- Restate the Problem Set -- Define the Scope -- Define Your Work Process/Review and Feedback Loop -- Gain Buy-In Early -- Have Fun! -- Establishing and Managing Coalitions--Gaining Buy-In -- Establish Management Buy-In Early -- Supporter -- Non-Supporter -- "On the Fence" -- Establish Customer Buy-In Early -- Establish Supplier Coalitions -- Procure Subject Matter Experts (SMEs) -- Test Market for Resource Availability-- Can It Be Staffed Effectively? -- Establish an Information Network -- Identify and Understand Risk -- Business Linkage -- Understanding the Company Mission -- Services in a Traditional Business Framework -- Object-Oriented Service Delivery Framework -- Balancing the Services -- Services Linkages -- Marketing and Communications.".
catalog title "IT services : costs, metrics, benchmarking, and marketing / Anthony F. Tardugno, Thomas R. DiPasquale, Robert E. Matthews.".
catalog type "text".