ABSTRACT
Integrated Information Technology (IT) Performance Management as defined in this book is the process of integrating the components of strategic management, IT operational management, and performance management during the management, measurement, and delivery of IT services. The objective of this integrated process is to optimize the utilization of IT resourcespeople, process, financials, and technology, using a results-driven1 performance measurement and accountability framework. Figure 1.1 is a conceptual representation of the three major components of this framework that are discussed in further details throughout this book. The main focus is toward measuring outcomes and results rather than only measuring efforts, financials, and activities by counting inputs and outputs. This results-driven performance management and accountability framework is a set of practical strategic directives, accountabilities, outcomes, process flows, and performance measures, which demonstrate the integrated nature of strategic, IT operational, and performance management components. The unique difference of this framework is the model-centric2 approach, based on outcomes and results, rather than the traditional activity-oriented method. This model-centric approach to results-driven performance measures and accountability framework discussed in this book is a unique innovative solution that can be readily applied during the management, measurement, and delivery of IT services. It effectively addresses the root causes of performance management major challenges-integration, communications, transformational change, and accountability problems internal and external to organizational excellence.
