Knowledge Driven Service Innovation and Management:

Size: px
Start display at page:

Download "Knowledge Driven Service Innovation and Management:"

Transcription

1 Knowledge Driven Service Innovation and Management: IT Strategies for Business Alignment and Value Creation Eng K. Chew University of Technology Sydney, Australia Petter Gottschalk Bl Norwegian School of Management, Norway SCIENCE

2 Table of Contents Foreword by John R. Edwards Foreword by Ronald Cheung Preface Acknowledgment ix xi xii liv Section 1 What are the Basic Theories and Interrelationships of Strategy, Knowledge Organization, and Service? Chapter 1 \ Theories and Models of Service-Oriented Firms ). 1 Introduction i 1 Resource-Based Theory of the Firm 2, Knowledge-Based Theory of the Firm 5 Activity-Based Theory of the Firm 7 Value Configuration of the Firm 9 Comparison of Value Configurations 13 Business Model of the Firm 14 E-Business Models 18 Appropriate E-Business Models for E-Strategies 26 Summary 30 Chapter 2 Strategy, Process, Organization, and Systems 35 Introduction 35 Basic Principles of Strategy 36 Corporate Strategy 38 Strategic Management 39 Resource-Based Strategy 42 Capabilities-Based Strategy 45 Activity-Based Strategy 47

3 Strategic Planning 48 Business Strategy Analysis 50 Measurement of Competitive Strategy 62 Strategy Execution by Strategy Map 65 Organization as an Activity System 69 Analyzing Needs for Change: The Strategic System 70 E-Strategy for E-Service 71 Ethics in IT 77 Summary 78 Chapter 3 Knowledge Organizations and Dynamic Organizational Capabilities 84 Introduction 84 Knowledge Organization Defined 85 Business Intelligence for Knowledge 88 Stages of Growth in Knowledge Organizations 91 Organizational Knowledge Resources 93 Core Competence and Capabilities 96 Entrepreneurship for Organizational Capabilities 97 ACase of Dynamic Capabilities into Action 98 Knowledge Intensive Business Services 100 Summary 101 Chapter 4 Service Principles, Design, and Strategies 106 Introduction 106 Service-Dominant Logic 109 IT-Enabled Adaptive Value Network 111 Service Systems 113 Operant Resources 115 Customer Value Co-Creation 116 Service Concept 117 Service Design 118 Customer Experience Design 125 Service Architecture 126 Service Strategies 128 Summary 132 Section 2 How to Manage Strategic Business-IT Alignment, Program Portfolio Planning, and Execution to Deliver on the Service Customer Value Propositions Chapter 5 Strategic Alignment and IT-Enabled Value Creation 141 Introduction 141 Strategic Alignment toward Customer Value Co-Creation 142

4 Strategic Alignment Principles 145 IT-Enabled Value Creation 157 Method 1: Benefits of IS/IT 159 Method 2: Stages of IS/IT Growth 161 Method 3: IS/IT in Management Activities 162 Method 4: IS/IT in Business Processes 164 Method 5: IS/IT Support for Value Configuration 167 Method 6: Strategic Integration 168 Method 7: IS/IT Support for Knowledge Management 172 Method 8: IS/IT in E-Business 173 Method 9: IS/IT-Enabled Business Transformation 176 Summary 180 Chapter 6 Critical Success Factors of IT Strategy 185 Introduction 185 IT and Business as One 186 Acting as One Behayiorally 187 Acting as One Organizationally 189 Overview of the Critical Success Factors 190 Strategy Direction Setting Alignment 192 Strategic Planning Alignment 194 Case Example: Banking, 201 Strategy Execution Alignment 202 Case Example: Banking 204 Project, Program, and Portfolio for Strategy Implementation 204. Monitoring Business Outcomes against Strategic Objectives 207 Case Example: Retail 210, Recommendations 212 Global IT Strategy and Management 213 Summary '. 215 Chapter 7 Enterprise Processes and Architectures for Customer Value Creation 221 Introduction 221 Business Processes 222 Business Process Management Lifecycle 225 Business Process Management Maturity 229 Process Orientation 230 Enterprise Architecture 237 Summary 249 Chapter 8 Strategic Programs: Planning and Execution 255 Introduction 255 Cassidy Strategic Planning Model 256 Spewak Enterprise Architecture Planning (Eap) Methodology 258

5 Enterprise Architecture Driven IT Strategic Plan 264 Making the Plan 265 IT Strategy Document 267 IT Project Portfolio Management 269 Product/Service Portfolio Management 275 Summary 277 Chapter 9 Strategic Alignment and Service Systems Case Examples 281 Introduction 281 Strategic Alignment Via Strategy Map: A Biopharmaceutical Company Case Example 281 Strategy Alignment Using Strategy Map: A Utility Company Case Example 284 CLP Group Vision/Mission 285 Strategic Positioning 285 CLP Group Strategy 286 CLP IT Strategy 286 CLP Strategy Map 286 CLP Financial Perspective 287 CLP Customer Perspective 288 CLP Internal Perspective (Core Processes) 288 CLP Learning and Growth Perspective 290 Service Systems: A Business-to-Business IT Services Case Example 293 Summary 296 Section 3 How to Lead, Govern, and Source IT to Maximize Service Customer Value Creation Chapter 10 Outsourcing of IT Resources: Basic Principles 299 Introduction : 299 Capabilities and Knowledge as Strategic Resources 300 Characteristics of Strategic Resources 301 Strategic IT Resources 304 Outsourcing Definitions 307 IT Organizational Principles to Facilitate Outsourcing 309 Outsourcing Opportunities 311 Outsourcing Threats 313 IT Sourcing Options 318 Summary 320 Chapter 11 Sourcing Strategies and Theories 325 Introduction 325 Distinctive Nature of IT Sourcing 325 Sourcing Alternatives 326

6 Four Sourcing Categories 327 IT Outsourcing Decisions 334 Outsourcing Performance 336 Transformational Outsourcing 337 Global or Offshore Outsourcing 339 Dimensions of IT Outsourcing Strategy 346 Sourcing Theories 348 Service-Dominant Logic Model of Outsourcing Service 356 Case Examples: Sourcing Strategies 360 Summary 361 Chapter 12 The CIO Enabling IT and Service Governance 369 Introduction 369 What is IT Governance? 370 Corporate Governance 372 Contracts in Governance 372 Governance and Management Roles 377 Why is IT Governance Important? 377 Service Governance 379 The Outsourcing Governance Model 382 How to Succeed as a Client 385 How to Succeed as a Vendor 385 CIO Leadership and IT Governance 385 The CIO Position 387 Hybrid Manager 392 Roles and Responsibilities 393 CIO Leadership Behavior 394 The New CIO Leader 401 TheCEO-CIO Relationship 404 Summary 405 Section 4 How to Innovate to Co-Create Unique Customer Value to Win the Service Game Chapter 13 Business Innovation and Information Management 411 Introduction 411 Business Innovation Types 412 Characteristics and Scale of Innovation 418 Value of IT: Levels of Business Transformation Capabilities 421 Information Capabilities for Innovation 425 IT-Driven Business Innovation 430 IT Value in Disruptive Innovations 430 Innovative IT Management 432

7 Conditions for Innovation 433 Drivers of Innovation 435 Innovation Process and Infrastructure 436 Open Innovation 439 New Age of Business Innovation 440 Innovation Management Measurement 441 Summary 443 Chapter 14 Service Innovation and Management 448 Introduction 448 Service Innovation: Basic Principles 449 Service Innovation: Conceptual Models 450 Knowledge Intensive Business Services 453 Service Innovation Typology 455 Sources and Determinants of Service Innovation 460 Service Innovation Process 462 New Service Development 464 Service Engineering 467 Customer Participation 469 Community-Based Innovation 475 Service Strategy and Innovation Management 477 Service Lifecycle Management 478 Dynamic Capabilities and Service Innovation: Case Study Examples 479 Next Steps in Service Science Research 483 Summary 485 Chapter 15 Innovation Driven Knowledge Management 494 Introduction 494 The Knowledge-Strategy Link '. 495 Approaches to Knowledge Management 496 The Strategic School 507 Chief Knowledge Officer 514 IS/IT in Knowledge Management -^j5j8 Knowledge Management Processes 520 Case Example: Product Innovation Knowledge Management Strategy Implementation 525 Summary 526 Compilation of References 531 About the Authors 558 Index 559

IT STRATEGY FOR BUSINESS

IT STRATEGY FOR BUSINESS IT STRATEGY FOR BUSINESS PARAG KULKARNI Chief Scientist Capsilon Pune PRADIP K CHANDE Group Director TRUBA Group of Institutes Bhopal OXTORD UNIVERSITY PRESS Contents Preface Acknowledgements v ix 1. IT

More information

E-Business Strategy, Sourcing and Governance

E-Business Strategy, Sourcing and Governance E-Business Strategy, Sourcing and Governance Petter Gottschalk Norwegian School of Management, Norway IDEA GROUP PUBLISHING Hershey London Melbourne Singapore Acquisitions Editor: Development Editor: Senior

More information

Module 6 Essentials of Enterprise Architecture Tools

Module 6 Essentials of Enterprise Architecture Tools Process-Centric Service-Oriented Module 6 Essentials of Enterprise Architecture Tools Capability-Driven Understand the need and necessity for a EA Tool IASA Global - India Chapter Webinar by Vinu Jade

More information

Helping clients gain competitive advantage through innovative Oracle solutions

Helping clients gain competitive advantage through innovative Oracle solutions Helping clients gain competitive advantage through innovative Oracle solutions High performers push the envelope. They transform industries. They outperform their competition, and themselves. Accenture

More information

The Next Wave of. Technologies. Opportunitiesfrom Chaos PHIL SIMON WILEY. John Wiley & Sons, Inc.

The Next Wave of. Technologies. Opportunitiesfrom Chaos PHIL SIMON WILEY. John Wiley & Sons, Inc. The Next Wave of Technologies Opportunitiesfrom Chaos PHIL SIMON WILEY John Wiley & Sons, Inc. Contents Foreword Preface Acknowledgments About the Contributors xi xv xxii xxiii PART I INTRODUCTION, BACKGROUND,

More information

Information Technology and Organizational Learning

Information Technology and Organizational Learning Information Technology and Organizational Learning Managing Behavioral Change through Technology and Education Second Edition Arthur M. Langer CRC Press Taylor & Francis Group Boca Raton London New York

More information

USING EXCHANGE HOSTED ENCRYPTION

USING EXCHANGE HOSTED ENCRYPTION MICROSOFT CUSTOMERS USING EXCHANGE HOSTED ENCRYPTION Microsoft Customers using Exchange Hosted - Sales Intelligence Sales Intellect Company is providing Customer Sales Intelligence about that consists

More information

The New Generation IT Operating Model

The New Generation IT Operating Model The New Generation IT Operating Model The Service Oriented IT Operating Model White paper Yan Zhao, Ph.D President, Chief Architect ArchiTech Consulting LLC yan.zhao@architechllc.com July 20, 2012 1 1.

More information

Practical Approaches to Achieving Sustainable IT Governance

Practical Approaches to Achieving Sustainable IT Governance Practical Approaches to Achieving Sustainable IT Governance Beyond Mandates: Getting to Sustainable IT Governance Best Practices Agenda IT Governance Definition IT Governance Principles IT Governance Decisions

More information

Executive's Guide to

Executive's Guide to Executive's Guide to IT Governance Improving Systems Processes with Service Management, COBIT, and ITIL ROBERT R. MOELLER WILEY John Wiley & Sons, Inc. Contents Preface xiii PART I: IT GOVERNANCE CONCEPTS

More information

Strategy, COBIT and Vision: HOW DO THEY RELATE? Ken Vander Wal, CISA, CPA, Past President, ISACA vandeke@gmail.com 11.16.2013

Strategy, COBIT and Vision: HOW DO THEY RELATE? Ken Vander Wal, CISA, CPA, Past President, ISACA vandeke@gmail.com 11.16.2013 Strategy, COBIT and Vision: HOW DO THEY RELATE? Ken Vander Wal, CISA, CPA, Past President, ISACA vandeke@gmail.com 11.16.2013 AGENDA IT s Changing Landscape ISACA s Response Vision and Mission COBIT 5

More information

Human Capital in the. Indian IT/BPO Industry. Vijay Pereira University of Portsmouth, UK. Ashish Malik University ofnewcastle, Australia.

Human Capital in the. Indian IT/BPO Industry. Vijay Pereira University of Portsmouth, UK. Ashish Malik University ofnewcastle, Australia. Human Capital in the Indian IT/BPO Industry Vijay Pereira University of Portsmouth, UK Ashish Malik University ofnewcastle, Australia macmillan Contents List of Tables and Figures Foreword Preface xii

More information

Master Data Management and Data Governance Second Edition

Master Data Management and Data Governance Second Edition Master Data Management and Data Governance Second Edition Alex Berson Larry Dubov Mc Grauu Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore

More information

Executive's Guide to Project Management

Executive's Guide to Project Management J Executive's Guide to Project Management Organizational Processes and Practices for Supporting Complex Projects ROBERT K. WYSOCKI WILEY John Wiley & Sons, Inc. Foreword Preface xi, XV INTRODUCTIONN The

More information

Keynote Address. MilCIS 2014. Mohan Aiyaswami Chief Technology Officer

Keynote Address. MilCIS 2014. Mohan Aiyaswami Chief Technology Officer Keynote Address MilCIS 2014 Mohan Aiyaswami Chief Technology Officer Introduction A little bit about me Chief Technology Officer/Chief Information Security Officer Defence Responsible for: ICT Strategy,

More information

Forward-Looking Capabilities to. Improve Business Performance. Lawrence S. Maisel Gary Cokins

Forward-Looking Capabilities to. Improve Business Performance. Lawrence S. Maisel Gary Cokins Predictive Business Analytics Forward-Looking Capabilities to Improve Business Performance Lawrence S. Maisel Gary Cokins WILEY Contents Preface xv Part one "Why" 1 Chapter 1 Why Analytics Will Be the

More information

Enterprise Architecture Assessment and Set-Up

Enterprise Architecture Assessment and Set-Up ARCHITECTURE A WHITE PAPER SERIES Enterprise Architecture Assessment and Set-Up A Tool for Transforming Organization 1 2 TABLE OF CONTENTS INTRODUCTION TO ENTERPRISE ARCHITECTURE EA ASSESSMENT FRAMEWORK

More information

PURCHASING & SUPPLY CHAIN MANAGEMENT

PURCHASING & SUPPLY CHAIN MANAGEMENT FIFTH EDITION PURCHASING & SUPPLY CHAIN MANAGEMENT Analysis, Strategy, Planning and Practice AHJAN J. VAN WEELE Eindhoven University of Technology, The Netherlands ;\ CENGAGE t% Learning" Australia Brazil

More information

Supply Chain Strategies

Supply Chain Strategies Supply Chain Strategies Customer-driven and customer-focused Tony Hines ELSEVIER BUTTERWORTH HEINEMANN AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY

More information

Global Delivery Excellence Best Practices for Improving Software Process and Tools Adoption. Sunil Shah Technical Lead IBM Rational

Global Delivery Excellence Best Practices for Improving Software Process and Tools Adoption. Sunil Shah Technical Lead IBM Rational Global Delivery Excellence Best Practices for Improving Software Process and Tools Adoption Sunil Shah Technical Lead IBM Rational Agenda Organization s Challenges from a Delivery Perspective Introduction

More information

IT Governance. What is it and how to audit it. 21 April 2009

IT Governance. What is it and how to audit it. 21 April 2009 What is it and how to audit it 21 April 2009 Agenda Can you define What are the key objectives of How should be structured Roles and responsibilities Key challenges and barriers Auditing Scope Test procedures

More information

IT Governance. Key Initiative Overview

IT Governance. Key Initiative Overview Michael Gerrard Research Vice President and Distinguished Analyst IT governance addresses two major topics: demand governance ( doing the right things ) and supply-side governance ( doing things right

More information

ก ก ก ก ก 460-104 3(3-0-6) ก ก ก (Introduction to Business) (Principles of Marketing)

ก ก ก ก ก 460-104 3(3-0-6) ก ก ก (Introduction to Business) (Principles of Marketing) ก ก ก 460-101 3(3-0-6) ก ก ก (Introduction to Business) ก ก ก ก ก ก ก ก ก ก ก ก ก ก ก Types of business; business concepts of human resource management, production, marketing, accounting, and finance;

More information

Sonata Managed Application Lifecycle Services

Sonata Managed Application Lifecycle Services Sonata Managed Application Lifecycle Services Leveraging IT to Deliver Growth-Centric Business Transformation Make IT an Enabler of Your Business with the Right Partner In today s complex and ever-changing

More information

Customer Relationship Management

Customer Relationship Management Customer Relationship Management Concepts and Technologies Second edition Francis Buttle xlloillvlcjx. AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY

More information

Maximizing Your IT Value with Well-Aligned Governance August 3, 2012

Maximizing Your IT Value with Well-Aligned Governance August 3, 2012 Maximizing Your IT Value with Well-Aligned Governance August 3, 2012 6 th Annual SoCal Excellence in Service Management Conference Your Presenter: Jason Brucker Associate Director within Protiviti's IT

More information

Business-to-Business Marketing

Business-to-Business Marketing Business-to-Business Marketing Ross Brennan, Louise Canning and Raymond McDowell SAGE Los Angeles London New Delhi Singapore j Washington DC Acknowledgements List of Figures List of Tables List of Abbreviations

More information

(100% taught in English)

(100% taught in English) GRANDE ECOLE PROGRAM: NEW MAJOR AVAILABLE IN FALL 2014 Management of Digital Business and Information Technology (100% taught in English) 7 modules of 30 hours: 210 hours (contact hours) This course combines

More information

Enterprise Performance Management Done Right. An Operating System for Your Organization. Wiley CIO

Enterprise Performance Management Done Right. An Operating System for Your Organization. Wiley CIO Brochure More information from http://www.researchandmarkets.com/reports/2329628/ Enterprise Performance Management Done Right. An Operating System for Your Organization. Wiley CIO Description: A workable

More information

Retail s Complexity: The Information Technology Solution

Retail s Complexity: The Information Technology Solution A P P L I C A T I O N S A WHITE PAPER SERIES COMPLEXITY OF PRODUCTS, SCALE AND PROCESSES, ALONG WITH SUPPLY CHAIN CHALLENGES, PLACE EVER GREATER DEMANDS ON RETAILERS. IT SYSTEMS ARE AT THE HEART OF RETAIL

More information

Entrepreneurship in a European Perspective

Entrepreneurship in a European Perspective Christine K. Volkmann Kim Oliver Tokarski Marc Grunhagen Entrepreneurship in a European Perspective Concepts for the Creation and Growth of New Ventures GABLER Table of Contents FOREWORD AUTHORS'PREFACE

More information

Project, Program & Portfolio Management Help Leading Firms Deliver Value

Project, Program & Portfolio Management Help Leading Firms Deliver Value in collaboration with Project, Program & Portfolio Help Leading Firms Deliver Value Managing Effectively & Efficiently Through an Enterprise PMO Program & Portfolio : Aligning IT Capabilities with Business

More information

Product Lifecycle Management (PLM) Service Providers. On Leading PLM Solutions

Product Lifecycle Management (PLM) Service Providers. On Leading PLM Solutions Product Lifecycle Management (PLM) Service Providers On Leading PLM Solutions Domain, Technology & Product Specific PLM Consulting Group Your Preferred Technology Consulting Partner Value Proposition One

More information

IT Service Management ITIL, COBIT

IT Service Management ITIL, COBIT IT Service Management ITIL, COBIT Bülent Ekuklu Business Development Executive IBM Global Services Global Conditions are Changing 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Agriculture Manufacturing Service

More information

How to bridge the gap between business, IT and networks

How to bridge the gap between business, IT and networks ericsson White paper Uen 284 23-3272 October 2015 How to bridge the gap between business, IT and networks APPLYING ENTERPRISE ARCHITECTURE PRINCIPLES TO ICT TRANSFORMATION A digital telco approach can

More information

Delivery. Enterprise Software. Bringing Agility and Efficiency. Global Software Supply Chain. AAddison-Wesley. Alan W. Brown.

Delivery. Enterprise Software. Bringing Agility and Efficiency. Global Software Supply Chain. AAddison-Wesley. Alan W. Brown. Enterprise Software Delivery Bringing Agility and Efficiency Global Software Supply Chain to the Alan W. Brown AAddison-Wesley Upper Saddle River, NJ Boston Indianapolis San Francisco New York Toronto

More information

Beyond Mandates: Getting to Sustainable IT Governance Best Practices. Steve Romero PMP, CISSP, CPM IT Governance Evangelist

Beyond Mandates: Getting to Sustainable IT Governance Best Practices. Steve Romero PMP, CISSP, CPM IT Governance Evangelist Beyond Mandates: Getting to Sustainable IT Governance Best Practices Steve Romero PMP, CISSP, CPM IT Governance Evangelist Agenda > IT Governance Definition > IT Governance Principles > IT Governance Decisions

More information

Independent Insight for Service Oriented Practice. An SOA Roadmap. John C. Butler Chief Architect. A CBDI Partner Company. www.cbdiforum.

Independent Insight for Service Oriented Practice. An SOA Roadmap. John C. Butler Chief Architect. A CBDI Partner Company. www.cbdiforum. Independent Insight for Oriented Practice An SOA Roadmap John C. Butler Chief Architect A CBDI Partner Company www.cbdiforum.com Agenda! SOA Vision and Opportunity! SOA Roadmap Concepts and Maturity Levels!

More information

LEAN SUPPLY CHAIN MANAGEMENT TOPICS IN. Marc J. Schniederjans. Dara G. Schniederjans. Ashlyn M. Schniederjans. :.,.' If I.

LEAN SUPPLY CHAIN MANAGEMENT TOPICS IN. Marc J. Schniederjans. Dara G. Schniederjans. Ashlyn M. Schniederjans. :.,.' If I. TOPICS IN LEAN SUPPLY CHAIN MANAGEMENT Marc J. Schniederjans University of Nebraska-Lincoln, USA Dara G. Schniederjans Texas Tech University, USA Ashlyn M. Schniederjans Harvard University, USA :.,.' If

More information

Knowledge Management

Knowledge Management Knowledge Management Organizing Knowledge Based Enterprises Igor Hawryszkiewycz Head of the School of Systems, Management and Leadership at the University of Technology, Sydney, Australia macmiuan Contents

More information

PROFESSOR DR. HONG-MEI CHEN

PROFESSOR DR. HONG-MEI CHEN PROFESSOR DR. HONG-MEI CHEN Full Professor of IT Management Shidler College of Business (SCB) University of Hawaii at Manoa Honolulu, USA Former Associate Dean of SCB III. Big data management Business-IT

More information

Master of Science Advanced Software Services. Courses description

Master of Science Advanced Software Services. Courses description Master of Science Advanced Software Services Courses description Architecture of Service Oriented Information Systems The course explains the concept of the different architectural views (e.g. function

More information

Efficient Benchmark Data Management

Efficient Benchmark Data Management Efficient Benchmark Data Management Managing Index Data & Benchmarks for Enterprise Consumption Research Results 2011 www.rimes.com www.investit.com Managing Index Data & Benchmarks for Enterprise Consumption

More information

ομάδα εργασιών A IT Governance θεματική ενότητα #1 strategies for IT governance

ομάδα εργασιών A IT Governance θεματική ενότητα #1 strategies for IT governance θεματική ενότητα #1 strategies for IT governance 11 θέματα, ομάδες 2 3 ατόμων 1. Integration Strategies and Tactics for Information Technology Governance. Ryan R. Peterson, Information Management Research

More information

Information Technology Strategic Plan

Information Technology Strategic Plan Information Technology Strategic Plan Delivers solutions that are planned, anticipate the future and valued by customers Introduction Our Information Technology Strategy supports the Corporate Plan by

More information

Business Information Systems and Technology

Business Information Systems and Technology Business Information Systems and Technology A primer Brian Lehaney, Phil Lovett and Mahmood Shah Routledge Taylor & Francis Group LONDON AND NEW YORK Contents List of case studies xii List of figures xiii

More information

Value-Driven Business Process Management Berlin, Germany/Orlando, FL USA

Value-Driven Business Process Management Berlin, Germany/Orlando, FL USA Value-Driven Business Management Berlin, Germany/Orlando, FL USA Dr. Mathias Kirchmer Executive Director-Business Management /Accenture Accenture, its logo, and High Performance Delivered are trademarks

More information

Accenture Technology Consulting. Clearing the Path for Business Growth

Accenture Technology Consulting. Clearing the Path for Business Growth Accenture Technology Consulting Clearing the Path for Business Growth Mega technology waves are impacting and shaping organizations in a profound way When a company s executive management team considers

More information

EVEREST GROUP NEXT GENERATION IT CONSULTING SERVICES ENTERPRISE TRANSFORMATION

EVEREST GROUP NEXT GENERATION IT CONSULTING SERVICES ENTERPRISE TRANSFORMATION EVEREST GROUP NEXT GENERATION IT CONSULTING SERVICES ENTERPRISE TRANSFORMATION Everest Group passionately believes that management decisions need to be driven by facts and analytics, not speculation and

More information

IT Service Management

IT Service Management IT Service Management Policy Based IT Service Management White Paper Prepared by: Rick Leopoldi March 23, 2004 Copyright 2001. All rights reserved. Duplication of this document or extraction of content

More information

Operational Excellence. Integrity management. Cost management. Profitability management. Knowledge management. Plan & Strategy EAM LIFE CYCLE

Operational Excellence. Integrity management. Cost management. Profitability management. Knowledge management. Plan & Strategy EAM LIFE CYCLE Industry specific EAM problem Asset intensive Companies, whether in the Downstream or Upstream business, are under ever increasing pressure to optimize the Life Cycle Performance of their asset base in

More information

Contents. viii. 4 Service Design processes 57. List of figures. List of tables. OGC s foreword. Chief Architect s foreword. Preface.

Contents. viii. 4 Service Design processes 57. List of figures. List of tables. OGC s foreword. Chief Architect s foreword. Preface. iii Contents List of figures List of tables OGC s foreword Chief Architect s foreword Preface Acknowledgements v vii viii 1 Introduction 1 1.1 Overview 4 1.2 Context 4 1.3 Purpose 8 1.4 Usage 8 2 Management

More information

i) Question Type The following are guidelines on the type of questions and their approximate weightings:

i) Question Type The following are guidelines on the type of questions and their approximate weightings: Purpose Information Systems Strategy [MS2] Examination Blueprint 2014/2015 The Information Systems Strategy [MS2] examination has been constructed using an examination blueprint. The blueprint, also referred

More information

WHITE PAPER: STRATEGIC IMPACT PILLARS FOR EFFICIENT MIGRATION TO CLOUD COMPUTING IN GOVERNMENT

WHITE PAPER: STRATEGIC IMPACT PILLARS FOR EFFICIENT MIGRATION TO CLOUD COMPUTING IN GOVERNMENT WHITE PAPER: STRATEGIC IMPACT PILLARS FOR EFFICIENT MIGRATION TO CLOUD COMPUTING IN GOVERNMENT IntelliDyne, LLC MARCH 2012 STRATEGIC IMPACT PILLARS FOR EFFICIENT MIGRATION TO CLOUD COMPUTING IN GOVERNMENT

More information

The Next Generation of IT Management. Jason Andrew Vice President, Marketing & Communications

The Next Generation of IT Management. Jason Andrew Vice President, Marketing & Communications The Next Generation of IT Management Jason Andrew Vice President, Marketing & Communications BMC Has Outperformed the Market Growing Stock Price Over 130 Percent in 5 Years BMC +134% IBM +76% HP +50% NASDAQ

More information

Enabling IT Performance & Value with Effective IT Governance Assessment & Improvement Practices. April 10, 2013

Enabling IT Performance & Value with Effective IT Governance Assessment & Improvement Practices. April 10, 2013 Enabling IT Performance & Value with Effective IT Governance Assessment & Improvement Practices April 10, 2013 Today's Agenda: Key Topics Defining IT Governance IT Governance Elements & Responsibilities

More information

Trusted business data. Data Center Services. Siemens IT Solutions and Services

Trusted business data. Data Center Services. Siemens IT Solutions and Services Trusted business data Data Center Services Siemens IT Solutions and Services s The heart of the matter At the heart of modern organizations, data centers have undergone radical change to keep up with today

More information

Chapter. Developing Business / IT Strategies. Copyright 2008, The McGraw-Hill Companies, Inc. All rights reserved.

Chapter. Developing Business / IT Strategies. Copyright 2008, The McGraw-Hill Companies, Inc. All rights reserved. Chapter 6 Developing Business / IT Strategies McGraw-Hill/Irwin Copyright 2008, The McGraw-Hill Companies, Inc. All rights reserved. 2-2 Learning Objectives Discuss the role of planning in the business

More information

IT Governance Regulatory. P.K.Patel AGM, MoF

IT Governance Regulatory. P.K.Patel AGM, MoF IT Governance Regulatory Perspective P.K.Patel AGM, MoF Agenda What is IT Governance? Aspects of IT Governance What banks should consider before implementing these aspects? What banks should do for implementation

More information

SOA and API Management

SOA and API Management SOA and API Management Leveraging Your Investment in Service Orientation Version 1.0 December 2013 John Falkl General Manager, Technology, Strategy & Integration Haddon Hill Group, Inc. Contents Introduction...

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

Federal Enterprise Architecture and Service-Oriented Architecture

Federal Enterprise Architecture and Service-Oriented Architecture Federal Enterprise Architecture and Service-Oriented Architecture Concepts and Synergies Melvin Greer Chief Strategist, SOA / Cloud Computing Certified Enterprise Architect Copyright August 19, 2010 2010

More information

Data Governance. Unlocking Value and Controlling Risk. Data Governance. www.mindyourprivacy.com

Data Governance. Unlocking Value and Controlling Risk. Data Governance. www.mindyourprivacy.com Data Governance Unlocking Value and Controlling Risk 1 White Paper Data Governance Table of contents Introduction... 3 Data Governance Program Goals in light of Privacy... 4 Data Governance Program Pillars...

More information

INTERNATIONAL MASTER IN BUSINESS ANALYTICS AND BIG DATA

INTERNATIONAL MASTER IN BUSINESS ANALYTICS AND BIG DATA POLITECNICO DI MILANO GRADUATE SCHOOL OF BUSINESS BABD INTERNATIONAL MASTER IN BUSINESS ANALYTICS AND BIG DATA Courses Description A JOINT PROGRAM WITH POLITECNICO DI MILANO SCHOOL OF MANAGEMENT PRE-COURSES

More information

Enterprise IT Assets: Realizing a Business Centric Strategy. A Techlogix White Paper

Enterprise IT Assets: Realizing a Business Centric Strategy. A Techlogix White Paper Enterprise IT Assets: Realizing a Business Centric Strategy A Techlogix White Paper 2 Enterprise IT Assets: Realizing a Business Centric Strategy EXECUTIVE SUMMARY This white paper presents a four step

More information

SOFTWARE TESTING AS A SERVICE

SOFTWARE TESTING AS A SERVICE SOFTWARE TESTING AS A SERVICE ASHFAQUE AHMED (g) CRC Press Taylor & Francis Croup Boca Raton London New York CRC Press is an imprint of the Taylor & Francis Group, an informa business AN AUERBACH BOOK

More information

Introduction to Business Process Management

Introduction to Business Process Management Introduction to Business Process Management Improving business processes is on top of the agenda for chief and senior executives. This requires a solid understanding of current and future business processes

More information

IT Management & Governance Diagnostic Program

IT Management & Governance Diagnostic Program IT & Governance Diagnostic Program Prepared for Sample IT Company This report was prepared by Info-Tech Research Group for Sample IT Company on 2015-05-20. Data is comprised of 6 responses. IT & Governance

More information

What Every CEO Needs to Know About Portal Development

What Every CEO Needs to Know About Portal Development Introduction What Every CEO Needs to Know About Portal Development by Rick Sidorowicz Many, if not most intranet portal development projects have fallen short of enterprise portal aspirations and promises

More information

Bell Techlogix looks to add business services to its BEAM-as-a-Service offering

Bell Techlogix looks to add business services to its BEAM-as-a-Service offering Bell Techlogix looks to add business services to its BEAM-as-a-Service offering Analyst: Katy Ring 17 Apr, 2015 Bell Techlogix is a midsize US managed service provider (MSP) that is ahead of the curve

More information

Enterprise Architecture: A Governance Framework

Enterprise Architecture: A Governance Framework Enterprise Architecture: A Governance Framework Part I: Embedding Architecture into the Organization Sohel Aziz, Thomas Obitz, Reva Modi and Santonu Sarkar The whitepapers arei related to two sessions

More information

Managed Services Computing

Managed Services Computing Managed Services Computing FTA Technology Conference August 12, 2014 Tim Blevins, CGI CGI Group Inc. Agenda Managed Services Cloud Computing Security and Disaster Recovery Questions 2 Managed services

More information

ALIGNING BUSINESS STRATEGY TO CLOUD APPLICATIONS

ALIGNING BUSINESS STRATEGY TO CLOUD APPLICATIONS ALIGNING BUSINESS STRATEGY TO CLOUD APPLICATIONS AGENDA Introductions Business challenges Cloud answers Organization adoption Migration to Cloud Governance, risk and compliance Panel discussion Summary

More information

Taking back control of your Cloud Service life cycle

Taking back control of your Cloud Service life cycle Taking back control of your Cloud Service life cycle Think BIG, start small to drive your portfolio to business innovation Erik van Busschbach New Style of IT - Core Qualities Service Centric Operate Secure

More information

Simplify And Innovate The Way You Consume Cloud

Simplify And Innovate The Way You Consume Cloud A Forrester Consulting October 2014 Thought Leadership Paper Commissioned By Infosys Simplify And Innovate The Way You Consume Cloud Table Of Contents Executive Summary... 1 Cloud Adoption Is Gaining Maturity

More information

Iterative and Incremental Service-Oriented Service Management Implementation

Iterative and Incremental Service-Oriented Service Management Implementation > FOR CONFERENCE-RELATED PAPERS, REPLACE THIS LINE WITH YOUR SESSION NUMBER, E.G., AB-02 (DOUBLE-CLICK HERE) < 1 Iterative and Incremental Service-Oriented Service Management Implementation Ahmad K. Shuja

More information

Cloud, On-premises, and More: The Business Value of Software Deployment Choice

Cloud, On-premises, and More: The Business Value of Software Deployment Choice Cloud, On-premises, and More: A research report prepared by: Publication sponsored by: TABLE OF CONTENTS Introduction: Choices, Limits, and Adaptability Isn t Everything Cloud? The Importance of Architecture

More information

Strategic Planning. Key Initiative Overview

Strategic Planning. Key Initiative Overview David Aron Research Vice President This overview provides a high-level description of the Strategic Planning Key Initiative. IT leaders can use it to create strategies that help the business win, and change

More information

iworks healthcare Managed IT services

iworks healthcare Managed IT services iworks healthcare Managed IT services SunGard s iworks HEALTHCARE: Managed IT Services Organizations around the globe face an array of critical issues in today s business environment. Economic conditions

More information

Accelerated IT. Jeroen Tas, CIO Royal Philips Electronics

Accelerated IT. Jeroen Tas, CIO Royal Philips Electronics 1 Accelerated IT Jeroen Tas, CIO Royal Philips Electronics Agenda Why are we transforming What are we doing What is different now How are we going to achieve it Where are we heading Key takeaways 2 Why

More information

IT Governance and IT Operations Bizdirect, Mainroad, WeDo, Saphety Lisbon, Portugal October 2 2008

IT Governance and IT Operations Bizdirect, Mainroad, WeDo, Saphety Lisbon, Portugal October 2 2008 IT Governance and IT Operations Bizdirect, Mainroad, WeDo, Saphety Lisbon, Portugal October 2 2008 Jan Duffy, Research Director Industry Insights Agenda About IDC Insights Today s organizational complexities

More information

Enaxis Consulting Overview

Enaxis Consulting Overview Enaxis Consulting Overview MULTI DIMENSIONAL THINKING October 2009 24 Greenway Plaza Ste 1505 Houston TX 77046 713.881.9494 (o) 713.881.9499 (f) Enaxis Overview We offer the quality of a global firm without

More information

Setting up an Effective Enterprise Architecture capability. Simon Townson Principal Enterprise Architect SAP

Setting up an Effective Enterprise Architecture capability. Simon Townson Principal Enterprise Architect SAP Setting up an Effective Enterprise Architecture capability Simon Townson Principal Enterprise Architect SAP Agenda Why? People and Organisation EA Framework Standards and Templates Tools Processes SAP

More information

The IT Service Roadmap Assessment

The IT Service Roadmap Assessment The IT Service Roadmap Assessment This assessment will assist in determining where an organization is positioned on the IT maturity continuum. The IT maturity continuum has three stages of IT services:

More information

ITIL Foundation Course 2 - Introduction to ITSM

ITIL Foundation Course 2 - Introduction to ITSM ITIL Foundation Course 2 - Introduction to ITSM Lesson Slide 1 ITSM as a Practice Topics Discussed The Practice of IT Service Management Good Practice Service Service Management Process Model Practice

More information

Improved SOA Portfolio Management with Enterprise Architecture and webmethods

Improved SOA Portfolio Management with Enterprise Architecture and webmethods Improved SOA Portfolio Management with Enterprise Architecture and webmethods Patrick Buech Product Management, Enterprise Architecture Management Sumeet Bhatia Senior Director, Enterprise Architecture

More information

THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS

THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS WWW.WIPRO.COM WIPRO CONSULTING SERVICES THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS SERVICE MODELING IS CRITICAL ACROSS INDUSTRIES TO DELIVER SERVICE CENTRIC VIEW TO THE IT. DO BUSINESS BETTER Today,

More information

Determining value co-creation opportunity in B2B services

Determining value co-creation opportunity in B2B services Determining value co-creation opportunity in B2B services Karuna P Joshi CSEE Department University of Maryland, Baltimore County Baltimore, MD, USA kjoshi1@umbc.edu Murthy Chebbiyam IBM IBM Research New

More information

The Changing IT Risk Landscape Understanding and managing existing and emerging risks

The Changing IT Risk Landscape Understanding and managing existing and emerging risks The Changing IT Risk Landscape Understanding and managing existing and emerging risks IIA @ Noon Kareem Sadek Senior Manager, Deloitte Canada Chris Close Senior Manager, Deloitte Canada December 2, 2015

More information

Hybrid IT through Cloud Brokerage Your Path to Better Business Outcomes

Hybrid IT through Cloud Brokerage Your Path to Better Business Outcomes Hybrid IT through Cloud Brokerage Your Path to Better Business Outcomes By Mohammed Farooq, CEO, Gravitant Table of Contents 3 Hybrid IT through Cloud Brokerage Your Path to Better Business Outcomes 4

More information

CIO SUMMIT l LAS VEGAS

CIO SUMMIT l LAS VEGAS CIO SUMMIT l LAS VEGAS Copyright 2014 EMC Corporation. All rights reserved. 1 IT Transformation Facilitator: Tom Roloff, SVP Global Services, EMC Many Industries Face Structural Change 3 Today s Business

More information

Fundamentals of Information Systems, Fifth Edition. Chapter 1 An Introduction to Information Systems in Organizations

Fundamentals of Information Systems, Fifth Edition. Chapter 1 An Introduction to Information Systems in Organizations Fundamentals of Information Systems, Fifth Edition Chapter 1 An Introduction to Information Systems in Organizations 1 Principles and Learning Objectives The value of information is directly linked to

More information

CLASSIFICATION SPECIFICATION FORM

CLASSIFICATION SPECIFICATION FORM www.mpi.mb.ca CLASSIFICATION SPECIFICATION FORM Human Resources CLASSIFICATION TITLE: POSITION TITLE: (If different from above) DEPARTMENT: DIVISION: LOCATION: Executive Director Executive Director, Information

More information

Don t just do it; Think IT: The IT Organization of the Future

Don t just do it; Think IT: The IT Organization of the Future Don t just do it; Think IT: The IT Organization of the Future Today, technology has the potential to actually drive business strategy, and need no longer remain just an enabler of business. This means

More information

Driving Business Value. A closer look at ERP consolidations and upgrades

Driving Business Value. A closer look at ERP consolidations and upgrades IT advisory SERVICES Driving Business Value A closer look at ERP consolidations and upgrades KPMG LLP Meaningful business decisions that help accomplish business goals and growth objectives may call for

More information

TERMS OF REFERENCE (TORs) OF CONSULTANTS - (EAG) 1. Reporting Function. The Applications Consultant reports directly to the CIO

TERMS OF REFERENCE (TORs) OF CONSULTANTS - (EAG) 1. Reporting Function. The Applications Consultant reports directly to the CIO TERMS OF REFERENCE (TORs) OF CONSULTANTS - (EAG) Consultant - Enterprise Systems & Applications 1. Reporting Function. The Applications Consultant reports directly to the CIO 2. Qualification and Experience

More information

Open Group SOA Governance. San Diego 2009

Open Group SOA Governance. San Diego 2009 Open Group SOA Governance San Diego 2009 SOA Governance Aspects A comprehensive view of SOA Governance includes: People Organizational structures Roles & Responsibilities Processes Governing processes

More information

8 QUESTIONS YOU SHOULD ASK WHEN BUYING A CASH MANAGEMENT SOLUTION

8 QUESTIONS YOU SHOULD ASK WHEN BUYING A CASH MANAGEMENT SOLUTION 8 QUESTIONS YOU SHOULD ASK WHEN BUYING A CASH MANAGEMENT SOLUTION See if your retail banking network is costing more than it should An NCR white paper Contents Keep cash flowing, customers happy and costs

More information

Customer Intimacy Analytics

Customer Intimacy Analytics Customer Intimacy Analytics Leveraging Operational Data to Assess Customer Knowledge and Relationships and to Measure their Business Impact by Francois Habryn Scientific Publishing CUSTOMER INTIMACY ANALYTICS

More information

Designing and Implementing Cloud Governance: Cloud, and Cloud Governance, are Emerging Capabilities

Designing and Implementing Cloud Governance: Cloud, and Cloud Governance, are Emerging Capabilities Designing and Implementing Governance:, and Governance, are Emerging Capabilities Eric Marks President & CEO AgilePath Corporation emarks@agile-path.com Designing and Implementing Governance Governance

More information