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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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10.1. Why Benchmark?

Establishing a reason to go through the time and expense of benchmarking is essential. If operations management, IT management, and the team performing the benchmarking are not convinced that the results will be utilized, the efforts will be in vain.

10.1.1. Understanding the Current Environment

While much of benchmarking is focused externally, the initial steps should be internally oriented. The old planning adage of, "if you don't know where you are going, any road will take you there," is essential in setting direction and establishing plans; but equally important is the adage, "if you don't know where you are, a map won't help you."

Benchmarking should begin with a comprehensive review or assessment of the current ...

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