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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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4.4. Balancing the Services

Services that are focused on supporting the "squeakiest wheel" in the organization may not be optimizing the resources in the IT organization or leveraging the most valuable business contributors. Traditionally, if the top executive has a finance background the entire organization, including IT, will have a tendency to expend more energy on financially oriented activities such as cost control. In the same vein, if the top executive comes from a marketing background the organizational focus will most likely be revenue generation. Insuring that the organization views its responsibilities in a balanced manner requires a discipline that should be applied throughout the enterprise, including the IT function.

Services that ...

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