March 2000
Intermediate to advanced
208 pages
4h 31m
English
book
IT Services: Costs, Metrics, Benchmarking, and Marketing
by Anthony F. Tardugno, Thomas R. DiPasquale, Robert E. Matthews
Content preview from IT Services: Costs, Metrics, Benchmarking, and Marketing
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6.2. Developing the Service Model
There are several quality tools and techniques you can use in the development of the service model: benchmarking, brainstorming, interviewing, surveying, and the tree diagram. In our example, the first four tools are used to determine what services should be provided; the last, the tree diagram, is used to systemically map the details of the services into a model. The objective of the service model is to list all the services provided by the ISD organization, both direct and indirect. The services should be at such a level that each service can stand as a separate task.
The following is an example of how a service model is built. The use of the quality tools and techniques will be demonstrated.
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