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This book came into being inthe form oflecture notes for thesubject Infor- tion technology management (IT management) at the Twente University inthe Netherlands. Since 1995 this subject is part of the Master s degree of the course Business Management and Information Technology. Over a decade of teaching, this bookdevelopedinto what it istoday. The book gives an idea of how organizations should organize their - formationandcommunicationtechnologyfacilitiesinordertobeabletosay IT does not matter. Management and the organization of IT are only conveniences within day-to-day operations and enablers, for organizations that want to supply other products and services. The book has the following starting points: (a) The IT support of products and services of organizations makes fu- tional and performance demandsontheIT facilities. In order to beable tomeettheserequirementsoptimally,anITarchitectureisrequired.The IT services and products are supplied within this architecture. (b) Controlling IT is part of normal operational management. This means that: at setting up the IT facilities the principles of logistics and operations management apply; the information, neededfor controlling a process, makes demandson the set-up of the information service process. The question is: whether someone is authorized to supplythe data; whether the data correspondswith thephysically present objects and whether the given data is correct and complete. (c) A distinction is made between both the IT demand and the IT supply organization. Both organizations have to be set up. Methods indicate, xi xii Preface which processes have to be in place in these organizations and each of these processes has ?nancial, personnel, legal and security aspects.
List of contents
IT management: The basis.- The basis of the field.- Supplying IT products and services within an architecture.- Traditional IT management: organizing demand and supply.- Task focussed and simultaneous process-focussed supply of facilities.- The demand-side: functional management (using the method BiSL).- The supply-side: application management (using the method ASL).- The supply-side: exploitation (using methods like ITIL, MOF-MSF/eTOM).- Organizing IT Tasks and Processes.- Controlling IT facilities.- Controlling IT facilities (IT governance).- House in order: evaluating and improving.- Innovation from the customer and the chain perspective.- Aspects of IT management.- The financial aspects.- The personnel aspects.- Procurement of IT products and services (using the method ISPL).- Controlling contracts using service level agreements.- Securing IT facilities (according to amongst others ISO 17799).- Standardization of content, process and product.- IT management tomorrow.- IT management en route to 2027 (a.o. ITIM).
Summary
Discusses the IT management tasks and the objects involved. This book outlines traditional IT management; deals with controlling IT; and, tackles the financial, personnel, purchasing, legal and security aspects in IT. It explains the effects of striving for 'utility computing' and control of IT by means of 'IT portfolio management'.
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From the reviews:
"This book discusses IT supply and demand, analyzing functional requirements and operational processes, using methods such as those defined in the IT infrastructure library (ITIL). ... This book will be useful for understanding the key concepts behind modern service-oriented IT organizations. ... In a nutshell, this is a good book and a good starting point for learning more about modern customer-oriented processes and service delivery." (Alessandro Berni, Computing Reviews, April, 2006)
