Building Operational Excellence: IT People and Process Best PracticesThis 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. |
Contents
What Are IT Best Practices? | 1 |
Obstacles to Improving IT Operations | 2 |
What Do Best Practices Mean and Why Are They Important? | 3 |
Copyright | |
75 other sections not shown
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Building Operational Excellence: IT People and Process Best Practices Bruce R. Allen,Dale Kutnick No preview available - 2004 |
Common terms and phrases
9 10 Manual 9 10 Stable application asset management Automation Technology best practices brain trust budget business metrics Business relationship manager Capability Maturity Model centers of excellence cesses change management Chapter charge-back command COE Configuration management cost customer advocacy customer satisfaction database defined Disk storage documentation enable ensure enterprise focus gap analysis goals help desk identify implementation infrastructure inventory Job scheduling Manual Tasks Automatic ment mgmt middleware monitoring needs Number ongoing operational processes operations groups operations organization optimization organization's organizational outsourcing percent planning pricing Problem management process aims process catalog process improvement Process Integration product catalogs production acceptance recovery reporting requests requirements scheduling server service-level agreements software asset management software configuration management specialist specific Stability staff Staffing Storage area networks storage management strategy tape tion Understanding users vendor workloads