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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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4.3. Object-Oriented Service Delivery Framework

It seems only fair that since everything else in IT these days is object-oriented, services should be as well. The same attributes that exist in object-oriented programming and languages should also be applied to services.

While the traditional approach to directing an enterprise assumed the mission was relatively fixed, in actuality, it was changing. Much like the molecules in an apparently solid object are in constant motion, the mission, strategies, objectives, and plans of the enterprise are also in motion. The mission or purpose of the enterprise is always being impacted, sometimes very slowly and in minute increments, and sometimes very rapidly and in orders of magnitude. In the object-oriented ...

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