The services industry is shifting its focus away from the delivery of IT outcomes and towards the delivery of business outcomes that result from IT services. Traditional IT-based services focus on reducing IT costs for the enterprise through automation and standardization. The performance metrics are not surprisingly in the language of IT; mean-time-between-failures, average server utilization, average storage utilization, the service-level agreements, or the number of servers that can be managed by a system administrator. Clients are increasingly using measures of revenue, profit goals, and other metrics that indicate positive impact on business performance. This shifting focus is helping companies that adopt this approach to increase sales, reduce the cost of customer acquisition, and more effectively retain existing customers.

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