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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.
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.
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.
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