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Maximizing 'IT' Value Through Operational Excellence: A Definitive Guide to Twelve Best Practices in Applications Support and Maintenance
by Dr. Peter M. Thompson
174 pages; quality trade paperback (softcover); catalogue #05-2184; ISBN 1-4120-7289-1; US$26.09, C$29.95, EUR21.43, £15.00
Includes a reprint of the Harvard Business Review (HBR) article "IT Doesn't Matter" by Nicholas G. Carr.
About the Book
To enable operational excellence, IT must become a suite of IT Application Service Chains as shown in figure 1 below. An IT Application Service Chain is an information-service orientated derivative of the Value Chain developed by Porter in 1980. Each IT Application Service Chain links to a profit center - viewed as either a Value Chain, or in the case of services, the Corporate Service Chain (shown in figure 2 below). Application developers, in their secondary role, are not a part of the IT Application Service Chain. Instead they are like supply chain managers, expected to use standard, off-the-shelf, low-cost software/hardware components to create and improve the IT Application Service Chain. In other words, application developers will be sophisticated business people able to buy/build links in the IT Application Service Chain to enable a better overall service to the end consumer.
About the Author
Dr. Peter Thompson is President, CEO, and founder of RIS, the Applications Support and Maintenance Company. A technology expert and successful entrepreneur, Dr. Thompson has built RIS from a sole proprietorship in 1979 to a $42-million, 500 person company with offices in the United States, Romania and across Canada today.
In addition Dr. Thompson has also written SMART Methodology: Solution Management and Request Tracking, The Only Authoritative Guide to Creating a Successful Applications Support & Maintenance Environment, and its companion guide SMART Supplement. Maximizing 'IT' Value through Operational Excellence is his 3rd publication.
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