Chapter 1
Introduction to Integrated IT Performance Management
1.1 Introduction
Not everything that counts can be counted, and not everything that can be counted counts.
William Bruce Cameran
Sociologist
Integrated Information Technology (IT) Performance Management as defined in this book is the process of integrating the components of strategic management, IT operational management, and performance management during the management, measurement, and delivery of IT services. The objective of this integrated process is to optimize the utilization of IT resources—people, process, financials, and technology, using a results-driven1 performance measurement and accountability framework. Figure 1.1 is a conceptual representation of the three major ...
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