Continual Improvement of Information Technology Service Lifecycle Management
Date Issued
2009
Date
2009
Author(s)
Su, Chiung-Hsin
Abstract
Modern enterprises introduce Information Technology (IT) Services to support business with competitive competence, or invent new product or services. IT service provider defines her value to the organization by exhausted all resources to achieve business strategy target, aggressively involved corporate board level strategy developing, convert business strategy and objectives into IT strategy, applied strategy objectives set up IT services action plans in new services developing and keep IT services continuously operating. IT service provider not only provide value services to the customers or users, periodically review IT service achievement against business value pursuit operation efficiency, and from IT service outcome feedback to business strategy enhancement to make a robust continuous creating business value cycle. his study focuses on below issues: How to keep IT services and business alignment? How to convert IT strategy into IT services action plan with stable service quality also support business changing requirement? And define proper IT service performance metrics. Learning from academic studies, propose three practicable process models to address the issues. Interview large scale enterprise senior CIO, got highly agree on the importance and practicable. Senior CIO also response valuable best practices information to fine tune and enhance the proposed models.
Subjects
Balanced scorecard
Strategy Development Process
Strategy Statement
Link Strategy to Operation Loop
IT service Performance Measurement metrics
IT Service BSC
ITIL
CSI
Baseline
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ntu-98-P95747015-1.pdf
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