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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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Chapter 4. Business Linkage

Services do not exist in a vacuum. They do not spontaneously appear for no reason, or if they do, their existence may point to a significant business problem. Being able to identify and understand the relationship between the business and the services that are ultimately supplied at the end of the service pipeline is critical. This may be a very deliberate exercise or may be more intuitive as in the case this book uses as the primary reference.

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