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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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2.1. Writing the Job Ticket—"The Ask"

The successful development of an integrated service delivery strategy begins and ends with a well-developed job ticket. There is no mystery to the job ticket, simply put, it is the problem set—it sets the scope and boundaries and defines the expected set of deliverables. The job ticket helps you to determine the skills mix of the team you will need to assemble, as well as, helps you to "chart the course" for the team. A well-crafted, clear, succinct job ticket will serve as a charter by which the team will measure its progress.

Let's explore the components of a job ticket:

  • Problem Statement

  • Purpose/Statement of Deliverables

  • Scope/Boundaries

  • Team Definitions

2.1.1. Problem Statement

This is exactly what it ...

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