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Managing IT Performance to Create Business Value
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Managing IT Performance to Create Business Value
by Jessica Keyes
Managing IT Performance to Create Business Value
Cover
Title
Copyright
Contents
PREFACE
ACKNOWLEDGMENTS
AUTHOR
Chapter 1: Designing Performance-Based Strategic Planning Systems
IT Roadmap
Strategic Planning
Strategy Implementation
Implementation Problems
In Conclusion
References
Chapter 2: Designing Performance Management and Measurement Systems
Developing the QI Plan
Balanced Scorecard
Establishing a Performance Management Framework
Developing Benchmarks
Looking Outside the Organization
Process Mapping
In Conclusion
Reference
Chapter 3: Designing Metrics
What Constitutes a Good Metric?
IT-Specific Measures
System-Specific Metrics
Financial Metrics
Initial Benefits Worksheet
Continuing Benefits Worksheet
Quality Benefits Worksheet
Other Benefits Worksheet
ROI Spreadsheet Calculation
Examples of Performance Measures
In Conclusion
Project/Process Measurement Questions
Organizational Measurement Questions
References
Chapter 4: Establishing a Software Measurement Program
Resources, Products, Processes
Direct and Indirect Software Measurement
Views of Core Measures
Strategic View
Tactical View
Application View
Use a Software Process Improvement Model
Organization Software Measurement
Project Software Measurement
Software Engineering Institute Capability Maturity Model
Identify a Goal-Question-Metric (GQM) Structure
Develop a Software Measurement Plan
Example Measurement Plan Standard
In Conclusion
Chapter 5: Designing People Improvement Systems
Impact of Positive Leadership
Motivation
Recruitment
Employee Appraisal
Automated Appraisal Tools
Dealing with Burnout
In Conclusion
References
Chapter 6: Knowledge and Social Enterprising Performance Measurement and Management
Using Balanced Scorecards to Manage Knowledge-Based Social Enterprising
Adopting the Balanced Scorecard
Attributes of Successful Project Management Measurement Systems
Measuring Project Portfolio Management
Project Management Process Maturity Model (PM)2 and Collaboration
In Conclusion
References
Chapter 7: Designing Performance-Based Risk Management Systems
Risk Strategy
Risk Analysis
Risk Identification
Sample Risk Plan
RMMM Strategy
Risk Avoidance
Quantitative Risk Analysis
Risk Checklists
IT Risk Assessment Frameworks
Risk Process Measurement
In Conclusion
Reference
Chapter 8: Designing Process Control and Improvement Systems
IT Utility
Getting to Process Improvements
Enhancing IT Processes
New Methods
Process Quality
Process Performance Metrics
Shared First
Step 1: Inventory, Assess, and Benchmark Internal Functions and Services
Tasks
Step 2: Identify Potential Shared Services Providers
Tasks
Step 3: Compare Internal Services versus Shared Services Providers
Step 4: Make the Investment Decision
Step 5: Determine Funding Approach
Step 6: Establish Service-Level Agreements
Step 7: Postdeployment Operations and Management
Configuration Management
CM and Process Improvement
Implementing CM in the Organization
In Conclusion
References
Chapter 9: Designing and Measuring the IT Product Strategy
Product Life Cycle
Product Life-Cycle Management
Product Development Process
Continuous Innovation
Measuring Product Development
In Conclusion
References
Chapter 10: Designing Customer Value Systems
Customer Intimacy and Operational Excellence
Customer Satisfaction Survey
Using Force Field Analysis to Listen to Customers
Customer Economy
Innovation for Enhanced Customer Support
Managing for Innovation
In Conclusion
References
APPENDIX I
APPENDIX II
APPENDIX III
APPENDIX IV
APPENDIX V
APPENDIX VI
APPENDIX VII
APPENDIX VIII
APPENDIX IX
APPENDIX X
APPENDIX XI
APPENDIX XII
APPENDIX XIII
APPENDIX XIV
APPENDIX XV
INDEX
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