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 Preface Table Of Contents BUY THIS BOOK at Amazon.com

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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			CIO Wisdom Best Practices from Silicon Valley’s Leading IT Experts
			IT Services Costs, Metrics, Benchmarking, and Marketing: Delighting IT customers: your real-world, start-to-finish guide
			CIO Wisdom II More Best Practices from Leading IT Experts
			IT Architecture Toolkit Less theoretical, more practical approach to developing and implementing enterprise architecture.
			IT People Doing More with Less. Best practices for managing the people within the IT organization.
			Data Warehousing Architecture and Implementation: A start-to-finish process for deploying successful data warehouses
			Building Professional Services The Sirens’ Song: A comprehensive guide to creating a professional services organization
			IT Problem Management The complete “best practices” guide to IT problem resolution.
			IT Organization Building a World-Class Infrastructure.
			IT Web Services A Roadmap for the Enterprise: Architectures, platforms, roles, business models, and deployment realities.
			Software Development Building Reliable Systems.
			IT Production Services Building Competitive Advantage: Describes one of the most important functions of an IT infrastructure
			Managing IT as an Investment Partnering for Success: Maximizing the value of technology—and the success of your IT organization.
			High Availability Design, Techniques and Processes: The complete how-to guide for maximizing availability of enterprise systems
			IT Systems Management Design, Implement, and Manage World-Class Infrastructures.
			Technology Strategies Managing technology, value, and change in the new economy.
			Web-Based Infrastructures A 4-D Framework: Maximize the value of your next Web-centered initiative.