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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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11.4. When Have You Reached Success?

Early two-way communication between the user and the IT service provider is essential to ensure that success is continually pursued. Understanding the needs of the user from a business and technology standpoint will provide an awareness of needs in a more proactive mode. Going back to the first paragraph of this chapter, success is achieved only when the user says it has been achieved. So, the user or IT service consumer is the "Mom" in the analogy and no one should be happy until success has been declared.

We have discussed how to define success, how to ensure it is achieved, and how to measure it—now we address how to determine that you have achieved it. "Happiness" is very challenging to define, as it ...

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