Functional Group: IT Support
In the present chapter, we turn our attention to a detailed description of the following two processes that belong to the IT SUPPORT functional group:
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Implementing IT Processes The Main 17 IT Processes and Directions for a Successful Implementation
Implementing IT Processes
Lionel Pilorget
Implementing IT Processes The Main 17 IT Processes and Directions for a Successful Implementation
Lionel Pilorget Basel, Switzerland
ISBN 978-3-658-04772-6 DOI 10.1007/978-3-658-04773-3
ISBN 978-3-658-04773-3 (eBook)
Library of Congress Control Number: 2014958898 Springer Vieweg © Springer Fachmedien Wiesbaden 2015 This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilm or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Springer. Violations are liable to prosecution under the German Copyright Law. The use of general descriptive names, registered names, trademarks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Preface
The use of modern information technologies has become so pervasive in today’s society that we no longer perceive it as a novelty. It’s simply there, continuously within reach as we navigate our world, inform ourselves about our current circumstances, and conduct our business transactions. While the use of information technologies has also become overwhelmingly important to enterprises as they strive to automate their processes and achieve ever higher degrees of efficiency, the accelerated development and the growing diversity of these technologies represent a growing challenge. Enterprises repeatedly find themselves struggling to make major IT investments with no guarantee that the implemented solutions will really deliver the expected advantages. This is why IT is often an uncomfortable subject and why those responsible for it are most of the time under pressure. Owing to the strategic significance of information technologies, it is important to establish a well-functioning IT organization. The crucial first step towards this goal is to introduce greater transparency by carefully defining the IT processes that are necessary for the enterprise. This, however, is naturally easier said than done. What IT processes are currently in use? Where does each one begin and end? What are the relationships between the various processes? Difficulties in obtaining answers to these questions often end in discouragement and decisions to postpone the matter. It is precisely at this juncture that the process model featured in the present book is meant to help. The model offers a convenient framework that is based on systematic analy
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