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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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6.2. Developing the Service Model

There are several quality tools and techniques you can use in the development of the service model: benchmarking, brainstorming, interviewing, surveying, and the tree diagram. In our example, the first four tools are used to determine what services should be provided; the last, the tree diagram, is used to systemically map the details of the services into a model. The objective of the service model is to list all the services provided by the ISD organization, both direct and indirect. The services should be at such a level that each service can stand as a separate task.

The following is an example of how a service model is built. The use of the quality tools and techniques will be demonstrated.

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