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Acknowledgments | ||
Introduction | ||
Ch. 1 | Overview of Benchmarking | 1 |
Ch. 2 | Benchmarking Phases | 17 |
Ch. 3 | Critical Network Management Success Factors | 29 |
Ch. 4 | Benchmarking Indicators | 79 |
Ch. 5 | Sample Data Collected for Benchmarking Indicators | 115 |
Ch. 6 | Data Consolidation and Reporting | 199 |
Ch. 7 | Gap Analysis | 239 |
Ch. 8 | Outsourcing Network Management | 275 |
Ch. 9 | Recommendations, Reports, and Final Results | 285 |
Ch. 10 | Trends | 325 |
Appendix A. Preliminary Questionnaire | 329 | |
Appendix B. On-Site Interview Questionnaire | 341 | |
Appendix C. Questionnaire for Network Management Functions | 349 | |
Bibliography | 403 | |
Index | 405 | |
About the Author | 416 |
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