Copyright
Library of Congress Cataloging-in-Publication Data
Tardugno, Anthony F.
IT services : costs,metrics, benchmarking, and marketing / Anthony F.Tardugno
Thomas R. DiPasquale, Robert E. Matthews.
p.cm.
Includes bibliographical references and index.
ISBN 0-13-019195-7
1. Computer service industry. 2. Computer industry-Customer services. I. Dipasquale, Thomas R. II. Matthews, Robert E. III.Title.
HD9696.67.A2 T37 2000
004.068'8--dc21 00-020112
© 2000 Prentice Hall PTR
Prentice-Hall, Inc.
Upper Saddle River, NJ 07458
Prentice Hall books are widely used by corporations and government agencies for training, marketing, and resale.
The publisher offers discounts on this book when ordered in bulk quantities.
For more information, contact:
Corporate Sales Department
Prentice Hall PTR
One Lake Street
Upper Saddle River, NJ 07458
Phone: 800-382-3419; fax: 201-236-7141; e-mail: [email protected]
All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.
All products or services mentioned in this book are the trademarks or service marks of their respective owners.
Printed in the United States of America
10 9 8 7 6 5 4 3 2 1
Prentice-Hall International (UK) Limited, London
Prentice-Hall of Australia Pty. Limited, Sydney
Prentice-Hall Canada Inc., Toronto
Prentice-Hall Hispanoamericana, S.A., Mexico
Prentice-Hall of India Private Limited, New Delhi
Prentice-Hall of Japan, Inc., Tokyo
Pearson Education Asia Pte. Ltd.
Editora Prentice-Hall do Brasil, Ltda., Rio de Janeiro
Credits
Editorial/Production Supervision: Nick Radhuber
Interior Compositor: Vanessa Moore
Acquisitions Manager: Greg Doench
Editorial Assistant Mary Treacy
Marketing Manager: Bryan Gambrel
Manufacturing Manager: Alexis Heydt
Cover Design Direction: Jerry Votta
Cover Design: Anthony Gemmellaro
Series Design: Gail Cocker-Bogusz