IT Services: Costs, Metrics, Benchmarking, and Marketing > List of Tables

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List of Tables

Table 3-1 Resource Model
Table 3-2 Skills Matrix
Table 5-1 Delivery of IT Services from an IT Perspective
Table 5-2 The Same Service Deliverables Viewed from a Business Perspective
Table 5-3 Charting Options
Table 5-4 Charting Criteria in an SLA Agreement
Table 5-5 Service and Associated Cost Model
Table 7-1 The Customer Contact List
Table 7-2 The Change Control List
Table 9-1 Cost Model
Table 11-1 Service Level Framework
Table 11-2 Measuring Service Offerings
Table 11-3 Service Metrics

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