IT Services: Costs, Metrics, Benchmarking & Marketing

First edition; 208 pages
ISBN: 0-13-019195-7
( by: Anthony F. Tardugno, Thomas R. DiPasquale and Robert E. Matthews )
IT Services


Delighting IT customers: your 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 consumers needing to know what they can expect from their technology professionals.

About the Authors

Anthony F. Tardugno has over 15 years of IT and product development experience. He is Manager, Site Manufacturing Information Technology for the Corporate Strategic Services Division at Xerox, responsible for development, delivery, and operations of North American manufacturing information technology.

Thomas R. DiPasquale has over 18 years IT experience in the utilities, manufacturing, and government sectors. He is now Technical Operations Manager at Xerox, responsible for server operations, software delivery, and database operation in an environment encompassing 70+ Sun and Compaq servers running over 100 Oracle databases.

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. Previously, he was Senior VP, Information Services for Equitable Real Estate, supporting a $23 billion international enterprise.

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