Contents
The Concept of Total Architecture
Systems Are More Than Services
Services Involve More Than Business Functionality
Chapter 2: Business Process Pitfalls
Process Breakdowns Go Undetected
Service-Level Agreements Are Not Met
Process Changes Do Not Produce Expected Benefits
Key Business Process Questions
Chapter 3: Business Systems Pitfalls
Where's the Beef? Projects That Don't Deliver Tangible Benefits
Systems Won't Perform in Production
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