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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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9.7. Application Server Support

Sched or On Dmnd The "O/D" indicator states that this work package is slated to be performed on demand. Tasks in this work package are usually requested by the developers, DBAs, and customers to be performed at a certain time. The requests are based on their project schedule.

Offered These tasks can be performed during normal working hours and need the assistance of the requester to be completed, which is usually between the hours of 8 a.m. and 5 p.m. when the customers are at work. Although some requests may be performed during off-hours, a determination was made to offer this work package 8 × 5, since the majority of it can be completed M–F, 8–5.

Skill Set The tasks represented in this work package vary ...

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