IT Performance Management — Managing IT Holistically
If IT is to fulfill its role as a value-enhancer for the company, then the services that it provides must be measurable and controllable. For this purpose, it is important to de- velop suitable IT systems that contribute to optimizing business process costs, enhancing or supplementing sales or possibly even adding value as a product component. The IT ‘back office’ also has to adapt to these changing roles: i.e. IT management, particularly the CIO, needs management/control methods and instruments that enable them to com- petently control IT efficiency and also the effectiveness of IT.
KeywordsCustomer Satisfaction Performance Management Goal Achievement Business Unit Corporate Strategy
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