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A Sysadmin's Guide to Navigating the Business World by Mark Burgess, Carolyn Rowland

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5. Building a Trusted Partnership

In this chapter, we suggest some approaches to building a trusted partner relationship between business and IT. This goes beyond a simple one-to-one relationship with business leaders. IT provides value to the organization as a whole while generating opportunities to demonstrate this impact to business leaders.

5.1 Who Is Your Customer?

Customer satisfaction is our goal! This sounds very business-like and proper. Shouldn't we measure value by gauging customer satisfaction? This idea has some merit, but who is the customer?

The IT department typically has two sets of customers: business leaders who pay bills, measure performance, and manage people, and end users who benefit in a more handson fashion from the ...

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