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IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93
Authors:
Anthony Tardugno
,
Thomas DiPasquale
,
Robert Matthews
BUY ON AMAZON
Starting Page
Table of Content
Front Matter
List of Figures
List of Tables
About the Authors
Preface
Who Should Read This Book?
Acknowledgments
Chapter 1. Introduction
1.1 Background
1.2 Sourcing from WithinWhy Insource?
1.3 Planning for Success
Chapter 2. Getting Started
2.1 Writing the Job TicketThe Ask
2.2 Forming
2.3 Charting the Approach
Chapter 3. Establishing and Managing CoalitionsGaining Buy-In
3.1 Establish Management Buy-In Early
3.2 Establish Customer Buy-In Early
3.3 Establish Supplier Coalitions
3.4 Establish an Information Network
3.5 Identify and Understand Risk
Chapter 4. Business Linkage
4.1 Understanding the Company Mission
4.2 Services in a Traditional Business Framework
4.3 Object-Oriented Service Delivery Framework
4.4 Balancing the Services
4.5 Services Linkages
Chapter 5. Marketing and Communications
5.1 Marketing 101
5.2 Communicate Early and OftenWho,What, When, Where, How
5.3 DefineCommunicate the Metrics UpfrontQuality, Cost, Delivery, Value
5.4 UnderstandIdentify and Communicate Risk
5.5 Explain Roles and Responsibilities
Chapter 6. Taking a Customer Approach
6.1 Understanding Your Customers Requirements
6.2 Developing the Service Model
6.3 One-Stop ShoppingSeamless Delivery
6.4 Customer Satisfaction
Chapter 7. Processes and Procedures
7.1 Introduction
7.2 Customer Communication
7.3 Internal Communication Processes and Procedures
7.4 Change Control Process
Chapter 8. Structuring for Success
8.1 Introduction
8.2 Structuring the Organization
Chapter 9. Resource and Cost Model
9.1 Introduction
9.2 Resource Model
9.3 Estimating Server Units
9.4 Resource Spreadsheet
9.5 Cost Management
9.6 Ongoing DB Monitoring and Maintenance
9.7 Application Server Support
9.8 Cost Model
Chapter 10. Benchmarking
10.1 Why Benchmark?
10.2 Establishing a Company Profile
10.3 Identifying Target Companies
10.4 Developing Your Questionnaire
10.5 Analyzing the Benchmark Data
10.6 Implementation
Chapter 11. Measuring Success
11.1 Defining Success
11.2 Ensuring Success
11.3 Metrics
11.4 When Have You Reached Success?
Chapter 12. Lessons LearnedKey Messages
12.1 Overview
12.2 Processes
12.3 People
12.4 Communication
12.5 Technology
Chapter 13. Frequently Asked Questions (FAQ)
Appendix A. Job Descriptions
A.1 Account Manager
A.2 Oracle System Administrator (OSA)
A.3 System Administrator (SA)
A.4 Database Administrator (DBA)
A.5 Network Specialist (NS)
A.6 Operational Manager (Ops Mgr)
A.7 Customer Services Manager (CS Mgr)
Appendix B. Sample Service Level Agreement
Section I: System Availability
Section II: Problem Management
Section III: Support Services
Attachment B: Problem Severity Definitions
Attachment C: Problem Resolution Control
Attachment D: Status Call Contacts
Attachment E: Escalation Contacts
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93
Authors:
Anthony Tardugno
,
Thomas DiPasquale
,
Robert Matthews
BUY ON AMAZON
C & Data Structures (Charles River Media Computer Engineering)
Control Structures
Address and Pointers
Structures
Stacks and Queues
Problems in Stacks and Queues
The New Solution Selling: The Revolutionary Sales Process That Is Changing the Way People Sell [NEW SOLUTION SELLING 2/E]
Chapter Four Precall Planning and Research
Chapter Six Defining Pain or Critical Business Issue
Chapter Fifteen Sales Management System: Managers Managing Pipelines and Salespeople
Chapter Sixteen Creating and Sustaining High-Performance Sales Cultures
Appendix B Solution Selling: A Scalable Approach
The Java Tutorial: A Short Course on the Basics, 4th Edition
Questions and Exercises
What Is an Interface?
Specifying the Exceptions Thrown by a Method
Summary of Exceptions
Appendix A. Common Problems and Their Solutions
Cisco ASA: All-in-One Firewall, IPS, and VPN Adaptive Security Appliance
Summary
AAA Protocols and Services Supported by Cisco ASA
Architectural Overview
Manual (Cut-and-Paste) Enrollment
Summary
Microsoft Office Visio 2007 Step by Step (Step By Step (Microsoft))
Formatting Individual Shapes
Changing the Layout of Connected Shapes
Key Points
Creating Project Schedules
Creating Network Diagrams
Programming .Net Windows Applications
Windows Forms
Dialog Boxes
Apply Button
Text
ADO.NET
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