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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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9.1. Introduction

Chapter 6 showed us how to develop the service model based on the creation of work packages that support the services being requested from customers. In Chapter 8 we developed job descriptions, which were aligned to the work packages in the service model. Chapter 9 centers around the resource model, which combines the work packages and job descriptions to provide an approach to estimate the number of people needed to support customer requests. It also helps in determining the number and type of resources required; that is, one Jr. DBA, three intermediate DBAs, and two Sr. DBAs. The end result of the resource model is to estimate the number of hours needed to support work packages. The model helps justify the work effort needed ...

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