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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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12.5. Technology

Technology "refreshes" itself about every six months. Think about it: Just about the time you are putting in "new" technology and its associated services and processes, you are already behind. This is certainly not something new to think about; you have probably been chasing this for a few years. The real lesson here is not to get caught up in chasing technology. At the risk of being redundant, establishing 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. Achieve this, and you will achieve the ultimate goal: customer satisfaction and loyalty!

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