IT Performance Management

Abstract

Introduction and framework: Introduction IT as a business within a business The added value of IT Reader's Guide What is IT performance management about? Introduction Some basic concepts Performance management basics The IT Performance Management Grid The Terminology Used Balancing the demand and supply of IT Demand and supply in the IT value perception model Summary IT Service and IT Service Provisioning: Introduction Structuring IT Services Defining and describing services and service structures The introduction of new IT services Performance management of IT service provisioning Summary Managing the cost of IT: Introduction Cost of IT Understanding IT Cost Controlling the cost of IT Focus of IT optimization Summary Measuring the added value of IT: Introduction Context of value The business value of the organization The business value of the IT department The business value of IT investments The investment proposal (the business case) Financing the investments Summary Managing the IT portfolio: Introduction Strategy and strategy alignment The role of architectures in IT performance management Practical approaches to the alignment of business and IT Managing the demand axis of the IT portfolio Managing the supply axis of the IT portfolio Managing IT performance Summary The Marketplace for IT Services: Introduction Classification of marketplaces The internal marketplace of IT Services IT services in the context of the IT value chain The maturity of IT service provisioning Pricing and charging of IT services IT vendor management Summary Sourcing and Managing a Mixed IT Portfolio: Introduction Building an IT sourcing strategy Crafting IT sourcing deals Managing the integral IT services portfolio Some lessons learned in outsourcing IT Summary Organizing the Demand and Supply of IT: Introduction The key roles in IT performance management Model A- Decentralized in business units Model B- Centralized in corporate information services Model C- the service centre Model D- Business and IT fusion Illustrating the IT Value Perception Model: Introduction Level 1- IT is a facility Level 2- IT is a service Level 3- IT is a partner Level 4- IT is an enabler Back to Business: Introduction IT value perception model Self-assessment checklist The 10 next steps per percetion level The growth path through the IT value perception model Practical guide on migration Glossary Bibliography.