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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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4.2. Services in a Traditional Business Framework

Services must be structured within the IT organization in order to deliver them in the most efficient and effective manner. Integrated services also exist within a business framework and must support and facilitate vertical, horizontal, and logical business linkages.

The traditional approach to establishing enterprise direction was to create a mission or purpose statement along with supporting strategies. Once these were in place, goals and objectives were defined to accomplish the strategies, and finally tactical/operational plans were developed and executed in accordance with the strategic direction. One of the operational plans that was usually, but not always, created was the IT plan.

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