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“>This article is adapted from Rich Schiesser's forthcoming book, IT Systems Management (Prentice Hall, targeted for publication December 2001, ISBN 0-13-087678-X).One of the best ways that IT infrastructures can provide quality services isto identify their key customers and negotiate reasonable expectations. Oncethose are agreed upon and consistently met IT customer service can truly beoptimized.Identifying Your Key CustomersConsistently meeting or exceeding the expectations of  
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