book

Managing IT Performance to Create Business Value

Name: Managing IT Performance to Create Business Value
Author: Jessica Keyes
ISBN: 9781315351162

by Jessica Keyes

September 2016

Intermediate to advanced

374 pages

10h 11m

English

Auerbach Publications

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Cover
Title
Copyright
Contents
PREFACE
ACKNOWLEDGMENTS
AUTHOR
Chapter 1: Designing Performance-Based Strategic Planning Systems
IT RoadmapStrategic PlanningStrategy ImplementationImplementation ProblemsIn ConclusionReferences
Chapter 2: Designing Performance Management and Measurement Systems
Developing the QI PlanBalanced ScorecardEstablishing a Performance Management FrameworkDeveloping BenchmarksLooking Outside the OrganizationProcess MappingIn ConclusionReference
Chapter 3: Designing Metrics
What Constitutes a Good Metric?IT-Specific MeasuresSystem-Specific MetricsFinancial MetricsInitial Benefits WorksheetContinuing Benefits WorksheetQuality Benefits WorksheetOther Benefits WorksheetROI Spreadsheet CalculationExamples of Performance MeasuresIn ConclusionProject/Process Measurement QuestionsOrganizational Measurement QuestionsReferences

Chapter 4: Establishing a Software Measurement Program
Resources, Products, ProcessesDirect and Indirect Software MeasurementViews of Core MeasuresStrategic ViewTactical ViewApplication ViewUse a Software Process Improvement ModelOrganization Software MeasurementProject Software MeasurementSoftware Engineering Institute Capability Maturity ModelIdentify a Goal-Question-Metric (GQM) StructureDevelop a Software Measurement PlanExample Measurement Plan StandardIn Conclusion
Chapter 5: Designing People Improvement Systems
Impact of Positive LeadershipMotivationRecruitmentEmployee AppraisalAutomated Appraisal ToolsDealing with BurnoutIn ConclusionReferences
Chapter 6: Knowledge and Social Enterprising Performance Measurement and Management
Using Balanced Scorecards to Manage Knowledge-Based Social EnterprisingAdopting the Balanced ScorecardAttributes of Successful Project Management Measurement SystemsMeasuring Project Portfolio ManagementProject Management Process Maturity Model (PM)2 and CollaborationIn ConclusionReferences
Chapter 7: Designing Performance-Based Risk Management Systems
Risk StrategyRisk AnalysisRisk IdentificationSample Risk PlanRMMM StrategyRisk AvoidanceQuantitative Risk AnalysisRisk ChecklistsIT Risk Assessment FrameworksRisk Process MeasurementIn ConclusionReference
Chapter 8: Designing Process Control and Improvement Systems
IT UtilityGetting to Process ImprovementsEnhancing IT ProcessesNew MethodsProcess QualityProcess Performance MetricsShared FirstStep 1: Inventory, Assess, and Benchmark Internal Functions and ServicesTasksStep 2: Identify Potential Shared Services ProvidersTasksStep 3: Compare Internal Services versus Shared Services ProvidersStep 4: Make the Investment DecisionStep 5: Determine Funding ApproachStep 6: Establish Service-Level AgreementsStep 7: Postdeployment Operations and ManagementConfiguration ManagementCM and Process ImprovementImplementing CM in the OrganizationIn ConclusionReferences
Chapter 9: Designing and Measuring the IT Product Strategy
Product Life CycleProduct Life-Cycle ManagementProduct Development ProcessContinuous InnovationMeasuring Product DevelopmentIn ConclusionReferences
Chapter 10: Designing Customer Value Systems
Customer Intimacy and Operational ExcellenceCustomer Satisfaction SurveyUsing Force Field Analysis to Listen to CustomersCustomer EconomyInnovation for Enhanced Customer SupportManaging for InnovationIn ConclusionReferences
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

Content preview from Managing IT Performance to Create Business Value

Appendix III: IT Staff Competency Survey

Directions: Please rate your perception of your abilities on a scale of 1 to 5 with 1 being the lowest and 5 being the highest. In addition, please use the same scale to rate the importance of this trait in your current work environment.

Communications

IT professionals must communicate in a variety of settings using oral, written, and multimedia techniques:

Your self-rating:
Low High
1 2 3 4 5
Importance of this trait to your organization:
Low High
1 2 3 4 5

Problem Solving

2. IT professionals must be able to choose from a variety of different problem-solving methodologies to analytically formulate a solution.

Your self-rating:
Low High
1 2 3 4 5
Importance of this trait to your organization:
Low High
1 2 3 4 5
3. IT professionals ...

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