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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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6.1. Understanding Your Customers' Requirements

Before you can begin to develop the service model you need to understand who your customers are. When speaking of customers, one of the first visions that come to mind is a person purchasing a product or service from a retail store. Although these are indeed customers, broaden the scope of customers to any person that benefits from a service the ISD organization provides. If you're a database administrator, your customers could range from the developer requesting a new database table to the factory worker who uses the database to track inventories. There are customers that you may never see and meet, but still require you to perform your job to the best of your ability. A customer is a person that ...

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