The Business of IT: How to Improve Service and Lower Costs

by Robert Ryan, Tim Raducha-Grace

Drive More Business Value from IT… and Bridge the Gap Between IT and Business Leadership 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. You’ll 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.

292 pages, Paperback

First published January 1, 2009

Reviews

[Wayne McCoy · Rating 3 out of 5]

I ran across this book while researching ITIL for my IT department. There is probably a lot of good information in this book, and I would have rated it higher, but it's scaled for pretty massive IT departments and budgets.

I read this book chapter by chapter in between other books I was reading and had no problem picking up the thread of information. Interesting for me and there are some application points, just less relevant to a smaller IT shop.