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Drive More Business Value from IT…
and Bridge the Gap Between IT and Business Leadership
IT 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.
About the Authors xxiii
Chapter 1: Introduction: Improving Service and Lowering Costs 1
Chapter 2: IT Service Lifecycle: Improving Business Performance 17
Chapter 3: Adopting IT Service Management Using ITIL 55
Chapter 4: IT Financial Management: The Business of IT 89
Chapter 5: IT Business Cases: Realizing IT Value 139
Chapter 6: IT Performance Management: Defining Success 179
Chapter 7: IT Business Skills: Enabling Customer Outcomes 219
Chapter 8: Success Stories: Improving Service and Lowering Costs 235
Chapter 9: Going Forward 253
Appendix: Acronym List 265