Deriving greater value from IT is a noble goal and one that the authors of "The Business of IT: How to Improve Service and Lower Costs" focus on. This book provides IT and business executives with methods to achieve greater business discipline throughout IT, collaborate more effectively, sharpen focus on the customer and drive greater value from IT investment.
The book, written by Robert Ryan and Tim Raducha-Grace, focuses on four specific areas of business practices related to improving IT service management, managing services' cost and value, measuring IT performance with a goal of improving service and lowering cost, and improving customer alignment.
An excerpt of this book is available in the Knowledge Network. This excerpt, the book's entire sixth-chapter entitled "IT Performance Management: Defining Success," provides readers with an understanding of performance management and why it should be a critical, ongoing activity for your IT organization. This chapter also discusses several common industry approaches to the measurement of organizational performance, with a focus on the balanced scorecard approach. It also defines factors that have resulted in a somewhat mixed track record of success with balanced scorecard implementations across commercial, government and nonprofit organizations, and how the balanced scorecard approach is being adapted by leading IT organizations using ITIL, performance benchmarking and other techniques.
Here is a list of some other Knowledge Network book excerpts that address the business of IT.