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This book chapter illustrates methods to achieve greater business discipline throughout IT, collaborate more effectively, sharpen focus on the customer, and drive greater value from IT investment.
IT organizations have achieved outstanding technological maturity, but many have been slower to adopt world-class business practices.
The Business of IT: How to Improve Service and Lower Costs 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, authored 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. This excerpt, the book's entire sixth chapter, "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.
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