CHAPTER 7: PROCESS MEASURES
Knowing how things work is the basis for appreciation and is thus a source of civilised delight. William Safire
In this chapter, we consider the measurement of IT provider processes, as a basis for more deeply understanding IT provision and improving it.
Any business organisation works by taking inputs and subjecting them to a transformation process to create outputs. If the process, at macro level, is IT provision, the organisation’s users will be interested in some or all of the inputs and outputs, but that is normally as far and as deep as their interest in the processes will go. By analogy, if you go to see a film, you’ll be interested in the inputs that you yourself provide (how much you pay) and in how the outputs ...
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