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IT Services Costs, Metrics, Benchmarking and Marketing

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A guide to satisfying consumers of a company's IT services and building loyalty. Reveals how to establish processes, service and cost models, and performance measurements, and how to transform goals into reality. Links goal-setting, process development, and metrics to the goals of the enterprise, and gives advice on gaining buy-in from management, internal customers, and external suppliers. Applicable to both in-house and outsourced operations.

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