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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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12.2. Processes

Strong, repeatable processes will allow you to define and maintain your portfolio of services and help you to organize yourself to successfully deliver these services predictably, efficiently, and cost-effectively.

  • Services should be definable, stable, and measurable.

  • Plan for success.

  • Take a "customer approach."

  • Establish a strong communication and feedback loop.

  • Establish and maintain coalitions.

  • Develop and maintain an accurate and complete services model and resource model.

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