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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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10.6. Implementation

Accepting the fact that benchmarking is useful, understanding the reasons to benchmark, identifying target benchmarking sites, and collecting and analyzing data will not generate one measure of value if information created out of the benchmarking effort is not integrated into the implementation of a world-class ISD infrastructure.

The benchmarking effort should not be an afterthought used to support decisions that already have been made; it should be an integral element in the overall service delivery creation process and follow right behind the service requirements definition in the sequence of steps.

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