Chapter 6

How to Measure and Improve the Business Value of IT Service

Improving the value of services is all about understanding what the business is trying to accomplish and express it in business terms everyone can understand. It’s not about the technology of the service, but the value the service provides the business1

Rebecca JacobyCIO, CISCO

Improving the business value of IT services is a goal every CIO strives to achieve. Accomplishing this objective requires a process to assess, analyze, improve, and monitor the business value IT services provide the enterprise. Following are the objective, key points, and examples used in this chapter.

A. CHAPTER OBJECTIVE

  1. Reinforce the importance of providing business value through the delivery ...

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