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.