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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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8.1. Introduction

In Chapter 6 we laid out the steps for development of the service model, the foundation of the Integrated Service Delivery (ISD).Chapter 8 builds on the service model, using it to determine the skill sets needed to support the customers. In developing the work packages for the service model, we grouped the services by a specific type of skill set. This now allows us to develop job descriptions that can be aligned with each work package.

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