Maximizing "IT" Value Through Operational Excellence: A Definitive Guide to Twelve Best Practices in Applications Support and Maintenance

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Trafford Publishing, 2006 - Business & Economics - 174 pages
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To enable operational excellence, IT must become a suite of IT Application Service Chains as shown in figure 1 below. An IT Application Service Chain is an information-service orientated derivative of the Value Chain developed by Porter in 1980. Each IT Application Service Chain links to a profit center - viewed as either a Value Chain, or in the case of services, the Corporate Service Chain (shown in figure 2 below). Application developers, in their secondary role, are not a part of the IT Application Service Chain. Instead they are like supply chain managers, expected to use standard, off-the-shelf, low-cost software/hardware components to create and improve the IT Application Service Chain. In other words, application developers will be sophisticated business people able to buy/build links in the IT Application Service Chain to enable a better overall service to the end consumer.
 

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Contents

Preface
1
The New
7
Discipline Table for Medicine Engineering
9
Top Five Technical Issues facing the CIO
24
What Everyone Should Know and Practice
31
Example of an ASM Normal Change Control Process
35
How to Organize
44
Fast Food Taxonomy
48
Tools Summary
64
Managing IT Assets
65
Examples of ASM Strategies
70
SML Implementation Guidelines
79
Optimizing ASM Best Practices
83
ASM Best Practices Implemented
86
Appendices
87
Afterword IT Doesnt Matter by Nicholas G Carr
136

ASM Taxonomy Summary
55

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About the author (2006)

Dr. Peter Thompson is President, CEO, and founder of RIS, the Applications Support and Maintenance Company. A technology expert and successful entrepreneur, Dr. Thompson has built RIS from a sole proprietorship in 1979 to a $42-million, 500 person company with offices in the United States, Romania and across Canada today.

In addition Dr. Thompson has also written SMART Methodology: Solution Management and Request Tracking, The Only Authoritative Guide to Creating a Successful Applications Support & Maintenance Environment, and its companion guide SMART Supplement. Maximizing 'IT' Value through Operational Excellence is his 3rd publication.

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