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This is the first 100% customer-focused guide to satisfying the consumers of your company's IT services -- and building the loyalty your IT organization desperately needs. IT Services presents every element of a comprehensive approach to service delivery in global, distributed environments. Learn how to establish a vision, processes, service and cost models, performance measurements and "stretch" goals that achieve real business benefits. Applicable to both in-house and outsourced operations, IT Services serves as a roadmap for executives building enterprise-wide operations centers; a practical guide for managers seeking to developer stable and cost-effective support infrastructures; and an invaluable educational guide for IT consumers who want to know what they can and should expect.