The business of IT: how to improve service and lower costs
Gespeichert in:
| Beteiligte Personen: | , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Upper Saddle River, NJ ; Munich [u.a.]
IBM Press
2010
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018006102&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | XXIV, 292 S. |
| ISBN: | 9780137000616 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1820979674313916416 |
|---|---|
| adam_text |
Contents
Preface
.xv
Acknowledgments
.xxi
About the Authors
.xxiii
Chapter
1 ■
Introduction: Improving Service and Lowering Costs
.1
How Business Practices Improve Service and
Lower Cost
.4
Improve Service
.6
Lower Cost and Understanding the Value of IT
Investments
.8
Realizing Business Objectives for an
IT Organization
.11
Next Steps
.14
Chapter
2 ■
IT Service Lifecycle: Improving Business Performance
.17
Overview of
ITI
L.
19
IT Service Management
.22
IT Service Strategy
.24
IT Service Portfolio Management
.27
Demand Management
.32
IT Service Catalog Management
.34
IT Service Level Management
.38
Change Management
.46
Request Fulfillment
.48
xi
хи
The Business of IT
How to Improve Service and Lower Costs
Continual Service Improvement
.50
Next Steps
.52
Chapter
3 ■
Adopting IT Service Management Using ITIL
.55
Managing Change
.57
Managing Your ITSM Change Initiative
.61
Institutionalizing Your ITSM Change Initiative
.78
Next Steps
.86
Chapter
4 ■
IT Financial Management: The Business of IT
.89
Define Service-Based IT Financial
Management Activities
.91
Implement the IT Financial Management
Maturity Model
.98
Develop a Roadmap for Improving IT Financial
Management Practices
.101
Improve IT Financial Management Practices to
Improve Service and Lower Cost
.110
Improve IT Accounting to Value Services
.110
improving IT Charging Based on Services
.120
Improve IT Budgeting Based on the
Service Lifecycle
.131
Improve Value-Added Financial Management
Activities
.134
Next Steps
.138
Chapters
■
IT Business Cases: Realizing IT Value
.139
Use Business Cases to Improve the Value of
Your Services
.140
The Intent and Purpose of a Business
Case Process
.141
Benefits of an Effective Business Case Process
. . . .144
Establish Process: Developing an Effective
Business Case
.147
Project Design: Develop the Business Case
.157
Contents xiii
IT Investment
Selection: Choose the Most Valuable
Investment Option
.173
Deployment and Post-Deployment: Measure and
Realize the Benefit of Your IT Investment
.174
Next Steps
.177
Chapter
6 ■
IT Performance Management: Defining Success
.179
What Is Performance Measurement for
IT Organizations?
.181
Why Use Performance Measurement for Your IT
Organization?
.184
The Balanced Scorecard Adapted for
IT Organizations
.189
Managing Development and Use of Your
IT Scorecard
.201
How Do You Populate Your IT Scorecard with
Individual Measures?
.213
Links to Other
ITI
L
Framework Components
.215
Sample IT Scorecard
.215
Next Steps
.216
Chapter
7 ■
IT Business Skills: Enabling Customer Outcomes
_219
The IT Business Skill's Goals
.220
IT Business Skills
.223
Improving Your IT Business Skills
.229
Next Steps
.233
Chapter
8 ■
Success Stories: Improving Service and
Lowering Costs
.235
Swiss Re
.236
The City of Corpus
Christi .239
United States Navy NETWARCOM
.242
Neighborhood America
.246
Forbes
.249
Next Steps
.251
The Business
oí"
IT
xiv
How to Improve Service and Lower Costs
Chapter
9 ■
Going Forward
.253
Opportunities to Improve IT Business Practices
. . . .254
The Future of IT Organizations
.259
Appendix
■
Acronym List
.265
Index
■ .271 |
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| isbn | 9780137000616 |
| language | English |
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| spelling | Ryan, Robert Verfasser aut The business of IT how to improve service and lower costs Robert Ryan and Tim Raducha-Grace Upper Saddle River, NJ ; Munich [u.a.] IBM Press 2010 XXIV, 292 S. txt rdacontent n rdamedia nc rdacarrier High technology industries Management Success in business Management (DE-588)4037278-9 gnd rswk-swf Informationstechnische Industrie (DE-588)4528977-3 gnd rswk-swf Informationstechnische Industrie (DE-588)4528977-3 s Management (DE-588)4037278-9 s DE-604 Raducha-Grace, Tim Verfasser aut Digitalisierung UB Bamberg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018006102&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| subject_GND | (DE-588)4037278-9 (DE-588)4528977-3 |
| title | The business of IT how to improve service and lower costs |
| title_auth | The business of IT how to improve service and lower costs |
| title_exact_search | The business of IT how to improve service and lower costs |
| title_full | The business of IT how to improve service and lower costs Robert Ryan and Tim Raducha-Grace |
| title_fullStr | The business of IT how to improve service and lower costs Robert Ryan and Tim Raducha-Grace |
| title_full_unstemmed | The business of IT how to improve service and lower costs Robert Ryan and Tim Raducha-Grace |
| title_short | The business of IT |
| title_sort | the business of it how to improve service and lower costs |
| title_sub | how to improve service and lower costs |
| topic | High technology industries Management Success in business Management (DE-588)4037278-9 gnd Informationstechnische Industrie (DE-588)4528977-3 gnd |
| topic_facet | High technology industries Management Success in business Management Informationstechnische Industrie |
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