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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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5.1. Marketing 101

5.1.1. Identify and Define the Product/Service

Chapter 6, "Taking a Customer Approach," speaks to the process of determining what services should be offered to support a targeted business environment. Defining the IT services in business terms and their impact on the business's operational ability to deliver the expected service to their customer is another view of the same entity.

While the descriptions of the deliverables in Table 5-1 may be understandable to some faction of the business constituency, they do not generally reflect an understanding of the business initiatives they are supporting or enabling.

Table 5-1. Delivery of IT Services from an IT Perspective
IT Services IT Deliverables
Server monitoring and corrective ...

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