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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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5.3. Define/Communicate the Metrics Upfront—Quality, Cost, Delivery, Value

Setting expectations upfront in terms of QCDV should be based on specifics as much as practical and be supported by a capability to deliver on the expectations set.

5.3.1. Quality

What are the realistic expectations of quality and the range of quality that can be provided? "The 10 Elements of IT Service Quality," as identified by Gartner's D. Tunick in the September 26, 1996 Report, "Marketing the IS Organization: Questions and Answers," [3]are:

[3] D. Turick, "Marketing the IS Organization: Questions and Answers," GartnerGroup Research Note, September 26, 1996.

  1. Provide basic service well.

  2. Listen to your customers; understand their urgency.

  3. Ensure reliability—then ensure ...

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