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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 6. Taking a Customer Approach

The foundation of the Integrated Service Delivery (ISD) is the service model. This is an organized list of services supplied by the ISD organization. The services are a combination of those your customers need and are willing to pay for (direct services), along with those needed by the ISD organization to provide direct services to your customers (indirect services). For example, a service called "server monitoring" might be a direct service that the customer is willing to pay for. From the customer's standpoint, they are not concerned how you provide this service, so long as their servers are monitored and actions are taken to correct problems when they occur. But in order to provide this service, the ISD ...

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