IT Services: Costs, Metrics, Benchmarking, and Marketing

10.5. Analyzing the Benchmark Data

Expending the energy and expense of collecting information can all be for naught or generate only mediocre return on investment if the data is not converted into useful information that can be integrated into the overall service delivery creation process.

10.5.1. Document, Document, Document

Constructing great questionnaires, recruiting excellent team members, and conducting mind-expanding site visits will produce very little if there is no effective documentation created.

Assigning responsibility for documentation prior to the site visits is essential. That responsibility can be shared but, much like a successful marriage, each participant must contribute 100 percent, not a proportional percentage.

There ...