IT Best Practices Ser.: Building Operational Excellence : IT People and Process Best Practices by Bruce Allen and Dale Kutnick (2002, Hardcover)

Addison Wesley Professional

0201767376

9780201767377

2163197

Dale Kutnick, Bruce Allen

Building Operational Excellence : It People and Process Best Practices

Hardcover

English

It Best Practices Ser.

2002

Textbook

240 Pages

9.3in

0.6in

7.3in

17.4 Oz

T58.64.A434 2002

Preface. For Whom Is This Book Intended? The Elevator Pitch. Getting the Most Out of This Book. Acknowledgments. 1. What Are IT Best Practices? Obstacles to Improving IT Operations.What Do Best Practices Mean and Why Are They Important?Better Practices versus Best Practices. 4The Three Fundamental Steps.Other Benefits of the Three Fundamental Steps.The Area of Application. 2. Laying the Foundation. Defining Tasks and Processes.Consolidating Tasks into Processes.Other Aspects of Tasks.From Tasks to Processes.Identify and Catalog Processes.Process Attributes.Questions to Ask.Template Tools.Evaluate and Prioritize Processes.Process Maturity Modeling.Process Maturity Modeling Characteristics.Extending Process Reach. 3. Gap Analysis and Process Refinement. Gap Analysis.Example of Gap Analysis: Change Management.Continuing with Gap Analysis.Deeper Gap Analysis.After the Analysis.What Then?Process Refinement.Process Evolution.Process Innovation.Process Integration.Centers of Excellence.Moving from Processes to COEs. 4. COEs Building on the Process Foundation. COE Development.Operations Optimization.Identify the Organization's Goals.Identify Metrics to Track Goal Performance.Identify/Define Key Operational Processes.Integrate Processes to Reflect Synergy.Quantify Benefit Back to the Organization.From Process to COE.Task/Process/COE Trade-offs5.The COE Template5.A Process Foundation.What Processes Are Included in COEs?What Products/Services Are Included within the COE?Aggregating Processes.The Result: COEs.Core COEs.COE Staff.The COE Brain Trust.The COE RRT.Rapid Assimilation.The 1-Tier Transact Pattern.The 2-Tier Transact Pattern.The 3/N-Tier Transact Pattern.The Client/Server Publish Pattern.The Web Publish Pattern.The Stream Publish Pattern.The Real-Time Collaborate Pattern.The Store-and-Forward Collaborate Pattern.The Structured Collaborate Pattern.Conclusion. 5. Metrics. Pure IT Metrics.Metrics Gap Analysis.Mapping IT Metrics to Business Metrics.Mapping Business and IT Metrics.Qualitative Metrics.Value Metrics.Ongoing Metrics Reporting. 6. Putting It All Together. IT Products and Pricing.Productizing Operations.Cost Allocation Price Strategies.Product Catalog.Marketing the Value of IT.Business Relationship Management.alue/Metric Reporting.The IT Annual Report.Other Marketing Techniques.Conclusion. 7. Process Catalog. How to Use This Catalog.Form and Content of Process Catalog Entries.Application Optimization.Asset Management.Budget Management.Business Continuity.Business Relationship Management.Capacity Planning.Change Management.Configuration Management.Contract Management.Contractor Management.Cost Recovery.Data Storage Management.Facilities Management.Inventory Management.Job Scheduling.Negotiation Management.Network Management.Output Management.Performance Management.Problem Management.Production Acceptance.Production Control.Physical Database Management.Quality Assurance.Security Management.Service-Level Management.Service Request Management.Software Distribution.System Monitoring.Tape Management.Workload Monitoring. 8. Center of Excellence Catalog. Application Center.Asset Center.Command Center.Customer Advocacy Center.Data and Media Center.Engineering Support Center.Outsourcing Center.Security. Appendix A. Further Reading. Glossary. Index 0201767376T05132002

2002

Scholarly & Professional

Management Information Systems, Information Management, Information Technology

2002-066532

658.4/038

21

Yes

Computers, Business & Economics