O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

6.3. One-Stop Shopping—Seamless Delivery

The service model should provide one-stop shopping for customers looking for IT services. The service model used at Xerox Corporation to provide support to the manufacturing and distribution operations contained five major work packages: Program Management 1.1, Support Services 1.2, Operations 1.3, Asset Planning and Control 1.4, and Help Desk 1.5. The service model was created with input and buy-in from the customers. The quality tools brainstorming, benchmarking, interviewing, and surveying were all used in the development process of the service model. Each of the five major work packages will be reviewed here.

6.3.1. Project Management

Program Management 1.1 contains many of the services necessary ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required