The Business of IT: How to Improve Service and Lower Costs
IT organizations have achieved outstanding technological maturity, but many have been slower to adopt world class business practices. This book provides IT and business executives with methods to achieve greater business discipline throughout IT, collaborate more effectively, sharpen focus on the customer, and drive greater value from IT investment. The book focuses on four specific areas of business practices related to improving IT service management, managing services cost and value, measuring IT performance with a goal of improving service and lowering cost, and improving customer alignment. Drawing on their experience consulting with leading IT organizations, Robert Ryan and Tim Raducha Grace help IT leaders make sense of alternative ways to improve IT service and lower cost, including ITIL, IT financial management, balanced scorecards, and business cases. Youll learn how to choose the best approaches to improve IT business practices for your environment and use these practices to improve service quality, reduce costs, and drive top line revenue growth.
About the Author
Robert Ryan is a senior practitioner in the IBM Global Business Services, Strategy & Change consulting practice. He has spent the past 25 years consulting to government and commercial organizations supporting change initiatives. He advises clients on strategic planning, culture transformation, balanced scorecard development and implementation, program/project management, process reengineering and process improvement, performance management communications/outreach, and facilitation. He is ITIL certified, and is focused on applying business discipline through practical solutions in IT organizations. Mr. Ryan has provided services to the Department of Defense; the United States Navy, Marine Corps, Air Force, and the Defense Logistics Agency; a mix of federal civilian agencies; state governments; electric utilities, oil, nuclear power, coal mining; and financial institutions. He has supported all aspects of large scale change initiatives, and has managed consulting engagements ranging from large scale change initiatives, to small, limited scope engagements. He has a Master of Business Administration (MBA) degree in finance from the University of Maryland, and a Bachelor of Accountancy (B.A.) degree from George Washington University. He is also a Certified Public Accountant (inactive license), and has spoken at a number of professional conferences on a range of consulting topics.
Tim Raducha Grace is a managing consultant within IBM Systems and Technology Groups Lab Services and Training Consulting Practice. He advises government, commercial, and nonprofit organizations on the business value of IT investments and how to leverage these investments to achieve business objectives. He is ITIL certified and helps clients to improve service levels through following ITSM best practices, including ITIL. He also helps clients improve their financial performance through business cases, IT charging processes, and other financial tools to measure the business value of IT. Mr. Raducha Grace previously served as associate director of New York Universitys Center for Catastrophe Preparedness, where he led interdisciplinary research efforts on crisis management and disaster recovery. He also served as a policy advisor to Senator Susan M. Collins, the chairwoman of the Senate Governmental Affairs and Homeland Security Committee, for a range of issues, including science and technology programs, first responders, and government efficiency. He has an MBA degree in finance and marketing from the New York University (NYU) Stern School of Business and a Bachelor degree in Asian studies and political science from Beloit College. He also studied at Waseda University in Tokyo, Japan.
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The CMDB Imperative: How to Realize the Dream and Avoid the Nightmares
Implementing an enterprise-wide Configuration Management Database (CMDB) is one of the most influential actions an IT organization can take to improve service delivery and bridge the gap between technology and the business. With a well-designed CMDB in place, companies are better positioned to manage and optimize IT infrastructure, applications, and services; automate more IT management tasks; and restrain burgeoning costs. Now, there
Healthy Employees, Healthy Business: Easy, Affordable Ways to Promote Workplace Wellness
Healthy Employees, Healthy Business draws on the expertise of an advisory board of doctors, lawyers, benefits specialists, workplace wellness planners and other experts to offer struggling small business owners and managers like you the essential advice you need to implement a low-cost or even free wellness program for your employees.
Clear, concise and filled with success stories from other workplaces, you'll get the tools you need to start your wellness program immediately, resulting in increased productivity and potentially lower health insurance costs. Find out how to:
evaluate and target your workplace's main health concerns
develop fun, effective activities to improve employee health
boost morale through mutual support and competition
lower workplace stress
leverage community resources for minimal financial investment
From simply changing the snacks in the vending machines to ensuring that ill employees have access to treatment, you'll get practical advice in Healthy Employees, Healthy Business that will help even the smallest business save money and enjoy a dynamic, energized and productive workforce. Plus, you'll get helpful forms and interviews with expert advisers on CD.
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High Performance Operations: Leverage Compliance to Lower Costs, Increase Profits, and Gain Competit
Fool-Proof Marketing: 15 Winning Methods for Selling Any Product or Service in Any Economy
Personal strategies, from harnessing positive thought to gearing up for massive action, finding time for marketing during a boom, and maximizing downtime Time-tested marketing strategies for finding new customers and generating new leads, orders, and sales Proven business strategies for cutting costs, improving efficiency, and adapting your operating procedures to the current business climate The latest customer service trends and methods for building customer loyalty, increasing customer retention, and maximizing lifetime customer value With Bob Bly
High Performance Operations: Leverage Compliance to Lower Costs, Increase Profits, and Gain Competitive Advantage
Oracle Enterprise Manager Grid Control 11g R1: Business Service Management
It has capabilities to manage a number of databases and application servers, and can manage multiple instances of Oracle deployment platforms. Business Service Management (BSM) is a methodology for monitoring and measuring Information Technology (IT) services from a business perspective. The Business Service Management capabilities of Oracle Enterprise Manager are available only in the Grid Control flavor.
This book will show you how to use Oracle Enterprise Manager Grid Control 11g R1 to manage your Information Technology (IT) services and perform Business Service Management (BSM) within your business.
Today’s data centers are highly complex and distributed environments that provide a wide range of services. There are often strict Service-Level Agreements to be met in these environments. The ‘right model’ is a key step in simplifying the complexities involved in monitoring and managing such environments. This book focuses on using Oracle Enterprise Manager (OEM) Grid Control 11g R1 to perform Business Service Management (BSM) within your business, since the Business Service Management area is one of the key focus areas of CXOs and an integral part of ITIL. The book starts by providing an overview of Business Service Management, detailing out the passive and active monitoring capabilities of OEM before presenting OEM capabilities in IT infrastructure management. It then dives deep into topics such as Modeling Services, Beacons, and Service Tests and Service Target Metrics amongst others.
A strategic guide to modeling, monitoring, and managing your business services and service-level agreement life cycles using the rich features of Oracle Enterprise Manager 11g R1.
What you will learn from this book :
100 SOA Questions: Asked and Answered
Organized to reflect the Open Groups Open Services Integration Maturity Model (OSIMM), this book provides fast, convenient access to information about all facets of SOA planning, implementation, management, and utilization.
This book will be an invaluable resource for all executives, architects, and practitioners who have just started their SOA journey or are well underway.
In depth answers to questions about SOA topics such as:
SOA Concepts and Planning
Business Strategy
Organization and Support
Governance
Methods and Techniques
Applications
Architecture
Information Management
Infrastructure
The Future of SOA
100 SOA Questions answers the most critical questions executives and practitioners have about SOA. Kerrie Holley and Dr. Ali Arsanjani draw on their unsurpassed experience from hundreds of SOA projects conducted worldwide.
Why should business stakeholders care about SOA?
What is the return on investment (ROI) of SOA adoption?
What is flexibility and how does SOA deliver on this promise?
Should service development be centralized in service centers?
How should services be identified or specified to maximize reuse?
How do SOA methods reduce the lifetime costs for applications?
How can organizational barriers to SOA success be removed?
What changes with application development when SOA is introduced?
How does architecture change as a result of SOA adoption?
What is a canonical message model?
How does the SOA infrastructure support events?
What are context aware services?
Praise for 100 SOA Questions:
In this book, Kerrie and Ali truly capture the essence of SOA and its benefits to your Business and IT Deployments. Businesses today are desperate to be more nimble and innovative while reducing costs
Fool-Proof Marketing: 15 Winning Methods for Selling Any Product or Service in Any Economy Free
Make Your Business Thrive in Any Economy
From bestselling author Bob Bly, this easy-to-read, hands-on guide offers fifteen methods for maximizing business performance in any economy.
Depression and recession are real fears for businesses, but every industry has its ups and downs regardless of the economy. In response, Fool-Proof Marketing presents proven techniques for reversing any sales decline and developing business-generating ideas for sustaining momentum when business is good. Fool-Proof Marketing offers hands-on advice, including:
Personal strategies, from harnessing positive thought to gearing up for massive action, finding time for marketing during a boom, and maximizing downtime
Time-tested marketing strategies for finding new customers and generating new leads, orders, and sales
Proven business strategies for cutting costs, improving efficiency, and adapting your operating procedures to the current business climate
The latest customer service trends and methods for building customer loyalty, increasing customer retention, and maximizing lifetime customer value
With Bob Bly
Service Providers: ASPs, ISPs, MSPs, and WSPs
A strategic guide to mastering service provider relationships
Well-known business management consultant and Boston Globe columnist Mary Helen Gillespie helps business and IT managers navigate through the confusing technology-driven landscape of service providers. Offering insight into the points of view for both the service provider and client, Gillespie guides readers through available services, from Internet access and applications service providers, to wireless and networking services and IT management services. Readers will find business models, overviews of the enabling technologies, coverage of economic and management issues, and clear descriptions of service offerings within each provider type. Most importantly, decision makers will be able to choose the right service provider to meet their needs and develop strategic partnerships when outsourcing non-core business functions.
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Business in the Cloud - What Every Business Needs to Know About Cloud Computing
Covering cloud computing from what the business leader needs to know, this book describes how IT can nimbly ramp up revenue initiatives, positively impact business operations and costs, and how this allows business leaders to shed worry about technology so they can focus on their business. It also reveals the cloud's effect on corporate organization structures, the evolution of traditional IT in the global economy, potential benefits and risks of cloud models and most importantly, how the IT function is being rethought by companies today who are making room for the coming tidal wave that is cloud computing.
* Why IT and business thinking must change to capture the full potential of cloud computing
* Topics including emerging cloud solutions, data security, service reliability, the new role of IT and new business organization structures
* Other titles by Hugos include: Business Agility: Sustainable Prosperity in a Relentlessly Competitive World and Essentials of Supply Chain Management, 2nd Edition
Practical and timely, this book reveals why it's worth every company's time and effort to exploit cloud computing's potential for their business's survival and success.
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Cut Costs Not Corners: A Practical Guide to Staying Competitive and Improving Profits
Cost cutting is an issue for every manager and executive at every level in every company, large or small, public or private. Cut Costs Not Corners outlines practical steps to make cost cutting a permanent business strategy rather than a one-time measure. It covers strategic and tactical cost-cutting options such as analyzing space needs, buying technology for less, selling off redundant assets, reducing credit risk, reviewing distribution methods, sourcing new suppliers or consolidating existing ones, advertising for less, changing the route to market, travel and utility savings, minimizing finance and tax costs, crisis measures, keeping budgets rolling, and using a daily cash flow model. It helps readers realize how costs are incurred, which costs are good, which we should have more of and which are rather less desirable and should be discouraged or even eliminated.
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Service-Oriented Java Business Integration
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Business Aspects of Web Services
In addition, in the Web service market, a multitude of small and highly specialized providers offer modular services of almost any kind and economic value is created through the interplay of various distributed service providers that jointly contribute to form individualized and integrated solutions. This trend can be optimally catalyzed by universally accessible service orchestration platforms
Award-Winning Customer Service
Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company
Deduct It!: Lower Your Small Business Taxes
Deduct It! : Lower Your Small Business Taxes
Empowering Green Initiatives with IT: A Strategy and Implementation Guide
* Outlines the major benefits to be gained through Green initiatives with IT * Shows you how your business can strategize, plan, implement, assess Green initiatives solutions with IT * Explores how to develop Green initiative strategies, plans, projects, and assessments that integrate IT resources and offerings effectively. Practical and thorough, this book includes helpful checklists, glossary, and resources to get started with your business's Green initiatives. From the Inside Flap As energy costs soar, along with increasing global warming effects, and the need to reduce carbon footprints, IT departments can provide effective and productive resources and offer to assist organizations in their environmental sustainability efforts. More and more, Green initiatives with IT have become a mainstream topic in the business, consumer, and government sectors with results such as lowering energy costs, increasing social responsibility, becoming more eco-friendly to Green consumers, and much more.
Service Design for Six Sigma: A Roadmap for Excellence
Not only does the whole quality business produce a high-quality product and offer high-quality services, but it also operates at lower cost and higher efficiency, throughout the entire life cycle, than its competitors because all the links in the supply chain are optimized. Following a detailed overview that sets forth the basic premise and key concepts of service DFSS, the authors offer all the information and tools needed to take advantage of service DFSS within their own organizations, including: * Clear and in-depth coverage of the philosophical, organizational, and technical aspects of service DFSS * Step-by-step roadmap of the entire service DFSS deployment and execution process * Full discussions of all the key methods involved in service DFSS, including axiomatic design, design for X, the theory of inventive problem solving (TRIZ), transfer function, design scorecards, and Taguchi's method * Practical, illustrative examples that demonstrate how the theory is put into practice * Assistance in developing the necessary skills in applying DFSS in organizational settings Problems and their solutions are provided at the end of each chapter to help readers grasp the key concepts they need to move forward in the text. Acclaro DFSS Light(r), a Java-based software package that implements axiomatic design processes discussed in Chapter Eight, is available for download from an accompanying Wiley ftp site. Acclaro DFSS Light(r) is a software product of Axiomatic Design Solutions, Inc. This book is ideal as a reference to service DFSS for corporate executives, quality control managers, and process engineers, or as a complete training manual for DFSS teams. It is also a superior textbook for graduate students in management, operations, and quality assurance.
Performance Troubleshooting for VMware vSphere 4 Introduction
VMware's first cloud operating system. It is able to manage large pools of virtualized computing infrastructure, including software and hardware.The most demanding datacenters around the world depend on vSphere, virtualizing business critical applications with dynamic resource pools for unprecedented flexibility and reliability.
With vSphere and our virtualization & cloud management products, you can:
Maximize efficiency and ensure service levels with capacity management ]
Automate disaster recovery plans with disaster recovery management ]
Ensure performance SLAs are met with performance management ]
Get accurate costs for delivering IT services with cost reporting management ]
Reduce your capital and operating costs and increase control over IT infrastructures while preserving the flexibility to choose any OS, application and hardware with VMware vSphere.
Let your IT staff shift their energies towards creating transformative business solutions instead of routine maintenance of hardware and software
Get more from your existing IT assets and reduce capital expenses of the datacenter by up to 60
Significantly lower power, cooling and real estate needs and cut your energy costs by up to 80
1. Introduction to theVMware vSphere Training Course
2. VMware Certification Preparing for the VCP and VCDX
3. Introduction to Virtualization
4. Virtualization Products Compared VMware, Microsoft, and Citrix
5. VMware ESXi 4 Free Edition for the SMB
6. VMware vSphere 4 and ESX Essentials
7. Sphere Management Options
8. Installing the VMware vSphere Client
9. Navigating the VMware vSphere client with Hotkeys
10. Running VMware ESX 4 in Workstation
11. Installing VMware ESX 4
12. Installing VMware ESXi version 4
13. Installing VMware vCenter 4
14. Configuring your new Virtual Infrastructure
15. Creating and Modifying Virtual Guest Machines
16. Installing and Configuring VMware Tools
17. Adding Virtual Machine Hardware with vSphere Hot Plug
18. Using vSphere Host Profiles
19. Administering VMware ESX Server Security
20. Introduction to and Installing VMware Data Recovery (VDR)
21. Configuring vSphere Storage
22. Virtual Storage 101 and Storage Terminology
23. Creating a Free iSCSI SAN with OpenFiler
24. vSphere Virtual Networking
25. vNetwork Distributed Switch (vDS)
26. Understanding and Using Tasks, Events, and Alarms
27. Performance Optimization in VMware vSphere
28. Upgrading from VMware ESX 3.x and Virtual Infrastructure to vSphere 4
29. Moving Virtual Machins with VMotion
30. Moving virtual storage with SVMotion
31. Load Balancing with Distributed Resource Scheduler (DRS)
32. Implementing High Availability with VMware HA
33. Super High Availability with VMware Fault Tolerance (FT)
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Related Posts The Business of IT How to Improve Service and Lower Costs:
- High Performance Operations Leverage Compliance to Lower Costs Increase Profits and Gain Competit
- High Performance Operations Leverage Compliance to Lower Costs Increase Profits and Gain Competitive Advantage
- Effective Customer Care Understand Needs Improve Service Build Relationships
- 101 Ways to Improve Customer Service Training Tools Tips and Techniques
- Deduct It Lower Your Small Business Taxes
- 101 Ways to Improve Business Performance
- Metrics How to Improve Key Business Results
- Service Oriented Java Business Integration
- Oracle Enterprise Manager Grid Control 11g R1 Business Service Management
- Collaborative Business Process Engineering and Global Organizations Frameworks for Service Integrat
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