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| IT Services: Costs, Metrics, Benchmarking and Marketing (Harris Kern's Enterprise Computing Institute Series) | 
| Authors: Anthony Tardugno, Thomas Dipasquale, Robert Matthews
Publisher: Prentice Hall PTR
Category: Book
List Price: $49.99
Buy New: $4.64
You Save: $45.35 (91%)
Buy New/Used from $3.00
Avg. Customer Rating:  (11 reviews)
Sales Rank: 538803
Media: Hardcover
Number Of Items: 1
Pages: 208
Shipping Weight (lbs): 1.2
Dimensions (in): 9.3 x 7 x 0.7
ISBN: 0130191957
Dewey Decimal Number: 004.0688
UPC: 076092006558
EAN: 9780130191953
ASIN: 0130191957
Publication Date: March 20, 2000
Availability: Usually ships in 1-2 business days
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| Editorial Reviews:
Product Description
This is the first 100% customer-focused guide to satisfying the consumers of your company's IT services -- and building the loyalty your IT organization desperately needs. IT Services presents every element of a comprehensive approach to service delivery in global, distributed environments. Learn how to establish a vision, processes, service and cost models, performance measurements and "stretch" goals that achieve real business benefits. Applicable to both in-house and outsourced operations, IT Services serves as a roadmap for executives building enterprise-wide operations centers; a practical guide for managers seeking to developer stable and cost-effective support infrastructures; and an invaluable educational guide for IT consumers who want to know what they can and should expect.
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| Customer Reviews: Read 6 more reviews...
 It confusing Services? February 6, 2004
4 out of 9 found this review helpful
This book is very formal approach to IT services. Please don't give it to your customers/clients it will scare them. If you need humor or analogies to make things clear consider another book.The book is very hard to read with wordy sentences. Simplicity is much better, and this book makes some things even more confusing.
 Great concepts but lacks examples April 1, 2002
12 out of 12 found this review helpful
I bought it with the objective of having it as a reference for managing data center operations. The ideas and concepts were very interesting, and I totally agree that the starting point should include determining linkages with the core business and getting management support. Most useful to me are the following chapters:Processes and Procedures - gives a framework on processes such as customer communication, internal communication, and change control. Resource and cost model - helps determine the types and amount of resources (material, human, etc.) that are needed to efficiently serve requirements. Measuring Success - discusses service levels and their measurement and coming up with service level agreements (SLAs) The Appendices on job descriptions and sample SLA is also a great help. The reason why I'm only giving 3 stars is that the authors could have given more examples as they explain the concepts. A line in the back cover page says "proven results, benchmarks and case studies--not just theory!" Sad to say, except for the sample SLA, this was not really delivered. It would help if the authors came up with even a fictitious company and apply the concepts to it. Again, the ideas and concepts are great, but the authors could have given more examples to help explain them. So if the authors come up with a new edition or a sequel that addresses this, I'd be most interested in buying it!
Excellent reading if you deal with IT data centers. September 28, 2001
15 out of 15 found this review helpful
This is a book that many IT managers have to read, it's a quick meal though, no details but a balanced dose of good ideas and a window on Service delivery where IT data centers is no longer a "cost center". The only thing I did not like is to center the data center around SUN and Oracle or a brand in general, although it is clear the book reflects the authors experience in SUN/Oracle environment.
I advise anyone who has anything with today's data centers (no matter his or her technical level) to read this book.
An adequate review of the topic September 19, 2001
4 out of 5 found this review helpful
a small, concise exploration of the topic; some good ideas and good thoughts on a rare topic. Probably would have benefited from a broader view of its topic. Not a bad book though.
 Focus is on the critical production support processes December 29, 2000
23 out of 24 found this review helpful
This book is one of, if not the, best guides to developing, implementing and managing a mature production support organization. The value of this book is that it takes a business-centric approach to service delivery, and augments material on service level management (such as Foundations of Service Level Management - another excellent book). Specifically, this book contains sorely needed body of knowledge in a profession that has lost its way. What I mean by this bold statement is the production support function in many IS/IT departments has devolved from service delivery to infrastructure management. IT Services brings the focus back to where it belongs: supporting the business. What I like most about this book is it not only shows what is wrong with most production support organizations, but it provides a clear roadmap to how to restructure production support from an infrastructure management focus to a service delivery paradigm. I highly recommend this book to anyone in production support, consultants and IT/IS executive management. It would also be useful to ISPs and ASPs because most of the material can be applied to internal or external customers.
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