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Full Description
Drive More Business Value from IT...and Bridge the Gap Between IT and Business LeadershipApply business practices throughout IT to optimize budgets and improve ROICreate higher satisfaction and more realistic expectations for IT throughout the businessWritten by two leading IBM experts on bringing business discipline to ITIT organizations have achieved outstanding technological maturity, but many have been slower to adopt world-class business practices. This book provides IT and business executives with methods to achieve greater business discipline throughout IT, collaborate more effectively, sharpen focus on the customer, and drive greater value from IT investment. The book focuses on four specific areas of business practices related to improving IT service management, managing services' cost and value, measuring IT performance with a goal of improving service and lowering cost, and improving customer alignment. Drawing on their experience consulting with leading IT organizations, Robert Ryan and Tim Raducha-Grace help IT leaders make sense of alternative ways to improve IT service and lower cost, including ITIL, IT financial management, balanced scorecards, and business cases. You'll learn how to choose the best approaches to improve IT business practices for your environment and use these practices to improve service quality, reduce costs, and drive top-line revenue growth.
Contents
Preface xvAcknowledgements xxiAbout the Authors xxiiiChapter 1: Introduction: Improving Service and Lowering Costs 1Chapter 2: IT Service Lifecycle: Improving Business Performance 17Chapter 3: Adopting IT Service Management Using ITIL 55Chapter 4: IT Financial Management: The Business of IT 89Chapter 5: IT Business Cases: Realizing IT Value 139Chapter 6: IT Performance Management: Defining Success 179Chapter 7: IT Business Skills: Enabling Customer Outcomes 219Chapter 8: Success Stories: Improving Service and Lowering Costs 235Chapter 9: Going Forward 253Appendix: Acronym List 265Index 271
