Building Operational Excellence: IT People and Process Best Practices

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Intel Press, 2002 - Computers - 219 pages
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Achieving operational excellence in enterprise IT organizations: the complete guide.

-- Based on META Group's unparalleled worldwide enterprise consulting experience.

-- Breakthrough approaches for assessing current processes and implementing best practices.

-- Covers operations, engineering support, finance, security, and customer relationship management.

This book shows IT managers exactly how to assess their own organizational processes, and then improve those processes to "best practice" levels -- starting today. Drawing on META Group's worldwide enterprise consulting experience, it introduces a new way to understand IT processes, and a step-by-step approach to defining goals, filling in gaps, eliminating weaknesses, and achieving excellence. This book focuses on five core areas of IT management: operations, engineering support, finance, security, and customer relationship management (CRM). The authors introduce Centers of Excellence (COEs): clusters of interrelated IT tasks that, when properly sequenced, can be the building blocks of "best practice" processes. Building on this concept, they show how to define IT processes that optimize efficiency and effectiveness across the IT organization; integrate and automate similar tasks and processes; improve accountability and correlate IT processes with service-level agreements; assign costs more accurately; and -- above all -- provide a consistent, excellent customer experience. For all IT managers seeking to improve the quality, timeliness, and value of the services they provide.

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Contents

VI
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VII
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VIII
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About the author (2002)

Bruce Allen is a vice president of META Group. Before joining META in August 1990, he managed corporate central processing of hardware and software resources at the Hartford Insurance Group, where he was responsible for procurement and strategic planning. During his seventeen-year data-processing career, he has been involved in all aspects of central environment support, including operations, systems programming, performance analysis, rates/chargeback, budgeting, service levels, forecasts, and overall planning.

Dale Kutnick is the cofounder, CEO, and chairman of the board of META group, overseeing all of the company s research and analytical activities. Prior to cofounding META Group in 1989, Mr. Kutnick was executive vice president of research at Gartner Group. Previously, he was executive director and a principal at Yankee Group, and a principal at Battery Ventures, a venture capital firm.



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