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Front Matter Table of Contents About the Author

IT Services: Costs, Metrics, Benchmarking, and Marketing Anthony F. Tardugno Thomas R. DiPasquale Robert E. Matthews
Publisher: Prentice Hall PTR
First Edition March 10, 1999 ISBN: 0-13-019195-7, 240 pages

Unleashing the Power of Integrated Service Delivery Harris Kern’s Enterprise Computing Institute Solutions for IT ProfessionalsDelighting 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 discoverhow 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 invaluableinsight for IT "customers" who need to know what they can expect from their technology professionals.

Front Matter Table of Contents About the Author

IT Services: Costs, Metrics, Benchmarking, and Marketing Anthony F. Tardugno Thomas R. DiPasquale Robert E. Matthews
Publisher: Prentice Hall PTR
First Edition March 10, 1999 ISBN: 0-13-019195-7, 240 pages

Unleashing the Power of IntegratedService 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. Proven results, benchmarks, and case studies -- not just theory! Linking goal-setting, process development, and metricsto 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-wideoperations 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.

Front Matter TableIT Contents of Services: About the Author

Costs, Metrics, Benchmarking, and Marketing

IT Services: Costs, Metrics, Benchmarking, and Marketing
List of Tables

List ofFigures

Anthony F. Tardugno About the Authors Thomas R. DiPasquale Robert E. Matthews Preface
Publisher: Prentice Hall PTR This Book? Who Should Read
First Edition March 10, 1999 ISBN: 0-13-019195-7, 240 pages

Acknowledgments

1. Introduction 1.1 Background 1.2 Sourcing from Within—Why Insource? Unleashing the Power of Integrated Service Delivery 1.3 Planning for Success
Harris Kern’s...
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