Benchmarking of Computer and Network Support Services

Abstract

A process and computer program product for adjusting a price derived from a benchmark computer service model to a price of a computer service contract, or vice versa. Differences in service between the benchmark computer service model and the computer service contract are determined. Then, a price adjustment due to the differences is determined. The price adjustment may be based on incremental cost of labor and tools to account for the differences between the benchmark computer service and the computer service contract. Then, the price of the benchmark computer service model is compared to the price of the computer service contract with the price adjustment. The benchmark computer service model and the computer service contract can both include computer program support services, computer hardware support services, a help desk call center service and/or network maintenance services. The differences between the benchmark computer service and the computer service contract may comprise a difference in type of a computer service, a quantity of a computer service, quality of a computer service, and/or complexity of a computer service. The differences may comprise support for a customer's computer hardware or computer programs which is more difficult to support than computer hardware or computer programs specified in the benchmark service model. The differences may comprise a service constraint in the service contract which is not present in the benchmark service model.

1 . A process for adjusting a price derived from a benchmark computer service model to a price of a computer service contract, said process comprising the steps of: 
 determining differences in predefined service definitions between said benchmark computer service model and said computer service contract, wherein said benchmark computer service model provides a model of current market conditions that pertain to benchmark service terms contained therein and said computer service contract is a current, preexisting contract between a customer and a service provider that does not reflect current market conditions that pertain to contract service terms contained therein, wherein the computer service contract specifies services provided to the customer by the service provider;    determining a price adjustment due to said differences;    comparing, by a computer-implemented process, the price of said benchmark computer service model to the price of said computer service contract with said price adjustment; and    modifying said computer service contract by adjusting the price of said computer service contract to reflect the price adjustment due to said differences.    
   
   
       2 . A process as set forth in  claim 1  wherein said benchmark computer service model and said computer service contract both include computer program support services.  
   
   
       3 . A process as set forth in  claim 1  wherein said benchmark computer service model and said computer service contract both include computer hardware support services.  
   
   
       4 . A process as set forth in  claim 1  wherein said benchmark computer service model and said computer service contract both include a help desk-call center service.  
   
   
       5 . A process as set forth in  claim 1  wherein said benchmark computer service model and said computer service contract both include network maintenance services.  
   
   
       6 . A process as set forth in  claim 1  wherein said differences comprise a difference in type of a computer service.  
   
   
       7 . A process as set forth in  claim 1  wherein said differences comprise a difference in quantity of a computer service.  
   
   
       8 . A process as set forth in  claim 1  wherein said differences comprise a difference in quality of a computer service.  
   
   
       9 . A process as set forth in  claim 1  wherein said differences comprise a difference in complexity of a computer service.  
   
   
       10 . A process as set forth in  claim 1  wherein said differences comprise support for a customer's computer hardware or computer programs which is more difficult to support than computer hardware or computer programs specified in said benchmark service model.  
   
   
       11 . A process as set forth in  claim 1  wherein said differences comprise a service constraint in said service contract which is not present in said benchmark service model.  
   
   
       12 . A process as set forth in  claim 11  wherein said service constraint is an obligation in said service contract to hire employees of a customer company with which said service contract is made, wherein a service provider of said service contract does not need all of said employees or the price of said employees is above a market price.  
   
   
       13 . A process as set forth in  claim 11  wherein said service constraint is an obligation in said service contract to provide a help desk call center at a facility of a customer company with which said service contract is made.  
   
   
       14 . A process as set forth in  claim 1  wherein said price adjustment is based on incremental cost of labor and tools to account for said differences.  
   
   
       15 . A computer program product for adjusting a price derived from a benchmark computer service model to a price of a computer service contract, said computer program product comprising: 
 a computer readable medium;    first program instructions to receive user input as to differences in predefined service definitions between said benchmark computer service model and said computer service contract, wherein said benchmark computer service model provides a model of current market conditions that pertain to benchmark service terms contained therein and said computer service contract is a current, preexisting contract between a customer and a service provider that does not reflect current market conditions that pertain to contract service terms contained therein, wherein the computer service contract specifies services provided to the customer by the service provider;    second program instructions to determine a price adjustment due to said differences;    third program instructions to compare the price of said benchmark computer service model to the price of said computer service contract with said price adjustment; and    fourth instructions for modifying said computer service contract by adjusting the price of said computer service contract to reflect the price adjustment due to said differences.    
   
   
       16 . A process for adjusting a price derived from a benchmark computer service model to a price of a computer service contract, said process comprising the steps of: 
 determining differences in predefined service definitions between said benchmark computer service model and said computer service contract, wherein said benchmark computer service model provides a model of current market conditions that pertain to benchmark service terms contained therein and said computer service contract is a current, preexisting contract between a customer and a service provider that does not reflect current market conditions that pertain to contract service terms contained therein, wherein the computer service contract specifies services provided to the customer by the service provider, and wherein said differences comprise a service constraint in said service contract which is not present in said benchmark computer service model;    determining a price adjustment due to said differences;    comparing, by a computer-implemented process, the price of said benchmark computer service model to the price of said computer service contract with said price adjustment; and    modifying said computer service contract by adjusting the price of said computer service contract to reflect the price adjustment due to said differences.