It Services Costs, Metrics, Benchmarking and Marketing (Enterprise Computing .

Robert E. Matthews

ISBN 10: 0130191957 / ISBN 13: 9780130191953

Verlag: Prentice Hall, 2000

Beschreibung

Unbenutzte Restauflage Unbenutzt. Schnelle Lieferung, Kartonverpackung. Abzugsfähige Rechnung. Bei Mehrfachbestellung werden die Versandkosten anteilig erstattet. -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. 208 pp. Englisch. Bestandsnummer des Verkäufers INF1000034350

Bibliografische Details

Titel: It Services Costs, Metrics, Benchmarking and...

Verlag: Prentice Hall

Erscheinungsdatum: 2000

Einband: Gebundene Ausgabe

Zustand: Neu

Über diesen Titel

Inhaltsangabe:

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.

Über die Autorin bzw. den Autor:

Anthony F. Tardugno has over 15 years of IT and product development experience, ranging from software engineering to IT management. He is now Manager, Site Manufacturing Information Technology for the Corporate Strategic Services Division at Xerox.

Thomas R. Dipasquale has, since 1995, served as an IT consultant for Sun Microsystems' Professional Services Organization. He has specialized in operations processes, server consolidation, total cost of ownership issues, and electronic commerce.

Robert E. Matthews has served as IT consultant for Sun Microsystems' Professional Services Organization since 1995, specializing in operations, server consolidation, total cost of ownership, and E-commerce.