Engineering And Management Of It Based Service Systems

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Service Systems Engineering and Management

A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu
Service Systems Engineering and Management Book PDF

Author : A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu
Publisher : CRC Press
Page : 578 pages
File Size : 43,7 Mb
Release : 2018-04-18
Category : Business & Economics
ISBN : 9781498723077

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Service Systems Engineering and Management by A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu Pdf

Recipient of the 2019 IISE Institute of Industrial and Systems Engineers Joint Publishers Book-of-the-Year Award This is a comprehensive textbook on service systems engineering and management. It emphasizes the use of engineering principles to the design and operation of service enterprises. Service systems engineering relies on mathematical models and methods to solve problems in the service industries. This textbook covers state-of-the-art concepts, models and solution methods important in the design, control, operations and management of service enterprises. Service Systems Engineering and Management begins with a basic overview of service industries and their importance in today’s economy. Special challenges in managing services, namely, perishability, intangibility, proximity and simultaneity are discussed. Quality of service metrics and methods for measuring them are then discussed. Evaluating the design and operation of service systems frequently involves the conflicting criteria of cost and customer service. This textbook presents two approaches to evaluate the performance of service systems – Multiple Criteria Decision Making and Data Envelopment Analysis. The textbook then discusses several topics in service systems engineering and management – supply chain optimization, warehousing and distribution, modern portfolio theory, revenue management, retail engineering, health systems engineering and financial services. Features: Stresses quantitative models and methods in service systems engineering and management Includes chapters on design and evaluation of service systems, supply chain engineering, warehousing and distribution, financial engineering, healthcare systems, retail engineering and revenue management Bridges theory and practice Contains end-of-chapter problems, case studies, illustrative examples, and real-world applications Service Systems Engineering and Management is primarily addressed to those who are interested in learning how to apply operations research models and methods for managing service enterprises. This textbook is well suited for industrial engineering students interested in service systems applications and MBA students in elective courses in operations management, logistics and supply chain management that emphasize quantitative analysis.

Engineering and Management of IT-based Service Systems

Manuel Mora,Jorge Marx Gómez,Leonardo Garrido,Francisco Cervantes Pérez
Engineering and Management of IT based Service Systems Book PDF

Author : Manuel Mora,Jorge Marx Gómez,Leonardo Garrido,Francisco Cervantes Pérez
Publisher : Springer Science & Business Media
Page : 232 pages
File Size : 50,7 Mb
Release : 2013-10-19
Category : Technology & Engineering
ISBN : 9783642399282

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Engineering and Management of IT-based Service Systems by Manuel Mora,Jorge Marx Gómez,Leonardo Garrido,Francisco Cervantes Pérez Pdf

Intelligent Decision-Making Support Systems (i-DMSS) are specialized IT-based systems that support some or several phases of the individual, team, organizational or inter-organizational decision making process by deploying some or several intelligent mechanisms. This book pursues the following academic aims: (i) generate a compendium of quality theoretical and applied contributions in Intelligent Decision-Making Support Systems (i-DMSS) for engineering and management IT-based service systems (ITSS); (ii) diffuse scarce knowledge about foundations, architectures and effective and efficient methods and strategies for successfully planning, designing, building, operating, and evaluating i-DMSS for ITSS, and (iii) create an awareness of, and a bridge between ITSS and i-DMSS academicians and practitioners in the current complex and dynamic engineering and management ITSS organizational. The book presents a collection of 11 chapters referring to relevant topics for both IT service systems and i-DMSS including: problems of selection of IT service providers, optimization of supply chain systems, IT governance decisions, clinical decision support, dynamic user-interface adaptation, re-engineering of processes, and generic decision problems. Advanced IT technologies used in some chapters are: fuzzy multi-criteria mechanisms, semantic processing, data mining processing, and rough sets. Other chapters report traditional DSS mechanisms but used or suggested to be used in innovative mode for IT service engineering and management tasks.

Fundamentals of Service Systems

Jorge Cardoso,Hansjörg Fromm,Stefan Nickel,Gerhard Satzger,Rudi Studer,Christof Weinhardt
Fundamentals of Service Systems Book PDF

Author : Jorge Cardoso,Hansjörg Fromm,Stefan Nickel,Gerhard Satzger,Rudi Studer,Christof Weinhardt
Publisher : Springer
Page : 362 pages
File Size : 45,8 Mb
Release : 2015-12-12
Category : Computers
ISBN : 9783319231952

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Fundamentals of Service Systems by Jorge Cardoso,Hansjörg Fromm,Stefan Nickel,Gerhard Satzger,Rudi Studer,Christof Weinhardt Pdf

This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management. Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace. For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Systems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.

Introduction to Service Engineering

Waldemar Karwowski
Introduction to Service Engineering Book PDF

Author : Waldemar Karwowski
Publisher : John Wiley & Sons
Page : 672 pages
File Size : 43,9 Mb
Release : 2010-01-12
Category : Technology & Engineering
ISBN : 9780470382417

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Introduction to Service Engineering by Waldemar Karwowski Pdf

What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.

Service Systems Engineering and Management

A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu
Service Systems Engineering and Management Book PDF

Author : A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu
Publisher : CRC Press
Page : 453 pages
File Size : 46,7 Mb
Release : 2018-04-18
Category : Business & Economics
ISBN : 9781498723084

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Service Systems Engineering and Management by A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu Pdf

Recipient of the 2019 IISE Institute of Industrial and Systems Engineers Joint Publishers Book-of-the-Year Award This is a comprehensive textbook on service systems engineering and management. It emphasizes the use of engineering principles to the design and operation of service enterprises. Service systems engineering relies on mathematical models and methods to solve problems in the service industries. This textbook covers state-of-the-art concepts, models and solution methods important in the design, control, operations and management of service enterprises. Service Systems Engineering and Management begins with a basic overview of service industries and their importance in today’s economy. Special challenges in managing services, namely, perishability, intangibility, proximity and simultaneity are discussed. Quality of service metrics and methods for measuring them are then discussed. Evaluating the design and operation of service systems frequently involves the conflicting criteria of cost and customer service. This textbook presents two approaches to evaluate the performance of service systems – Multiple Criteria Decision Making and Data Envelopment Analysis. The textbook then discusses several topics in service systems engineering and management – supply chain optimization, warehousing and distribution, modern portfolio theory, revenue management, retail engineering, health systems engineering and financial services. Features: Stresses quantitative models and methods in service systems engineering and management Includes chapters on design and evaluation of service systems, supply chain engineering, warehousing and distribution, financial engineering, healthcare systems, retail engineering and revenue management Bridges theory and practice Contains end-of-chapter problems, case studies, illustrative examples, and real-world applications Service Systems Engineering and Management is primarily addressed to those who are interested in learning how to apply operations research models and methods for managing service enterprises. This textbook is well suited for industrial engineering students interested in service systems applications and MBA students in elective courses in operations management, logistics and supply chain management that emphasize quantitative analysis.

Service Systems Management and Engineering

Ching M. Chang
Service Systems Management and Engineering Book PDF

Author : Ching M. Chang
Publisher : John Wiley & Sons
Page : 720 pages
File Size : 43,6 Mb
Release : 2018-01-05
Category : Technology & Engineering
ISBN : 9781119507543

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Service Systems Management and Engineering by Ching M. Chang Pdf

The ultimate instructional guide to achieving success in the service sector Already responsible for employing the bulk of the U.S. workforce, service-providing industries continue to increase their economic dominance. Because of this fact, these companies are looking for talented new service systems engineers to take on strategic and operational challenges. This instructional guide supplies essential tools for career seekers in the service field, including techniques on how to apply scientific, engineering, and business management principles effectively to integrate technology into the workplace. This book provides: Broad-based concepts, skills, and capabilities in twelve categories, which form the "Three-Decker Leadership Architecture," including creative thinking and innovations in services, knowledge management, and globalization Materials supplemented and enhanced by a large number of case studies and examples Skills for successful service engineering and management to create strategic differentiation and operational excellence for service organizations Focused training on becoming a systems engineer, a critically needed position that, according to a 2009 Moneyline article on the best jobs in America, ranks at the top of the list Service Systems Management and Engineering is not only a valuable addition to a college classroom, but also an extremely handy reference for industry leaders looking to explore the possibilities presented by the expanding service economy, allowing them to better target strategies for greater achievement.

Service Science

Robin G. Qiu
Service Science Book PDF

Author : Robin G. Qiu
Publisher : John Wiley & Sons
Page : 336 pages
File Size : 42,5 Mb
Release : 2014-07-03
Category : Technology & Engineering
ISBN : 9781118551851

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Service Science by Robin G. Qiu Pdf

Features coverage of the service systems lifecycle, includingservice marketing, engineering, delivery, quality control,management, and sustainment Featuring an innovative and holistic approach, ServiceScience: The Foundations of Service Engineering and Managementprovides a new perspective of service research and practice. Thebook presents a practical approach to the service systems lifecycleframework, which aids in understanding and capturing market trends;analyzing the design and engineering of service products anddelivery networks; executing service operations; and controllingand managing the service lifecycles for competitive advantage. Utilizing a combined theoretical and practical approach todiscuss service science, Service Science: The Foundations ofService Engineering and Management also features: Case studies to illustrate how the presented theories anddesign principles are applied in practice to the definitions offundamental service laws, including service interaction andsocio-technical natures Computational thinking and system modeling suchas abstraction, digitalization, holistic perspectives, andanalytics Plentiful examples of service organizations such as automobileafter-sale services, global project management networks, andexpress delivery services An interdisciplinary emphasis that includes integratedapproaches from the fields of mathematics, engineering, industrialengineering, business, operations research, and managementscience A detailed analysis of the key concepts and body of knowledgefor readers to master the foundations of service management Service Science: The Foundations of Service Engineering andManagement is an ideal reference for practitioners in thecontemporary service engineering and management field as well asresearchers in applied mathematics, statistics, business/managementscience, operations research, industrial engineering, andeconomics. The book is also appropriate as a text forupper-undergraduate and graduate-level courses in industrialengineering, operations research, and management science as well asMBA students studying service management.

Service Science, Management and Engineering

Bill Hefley,Wendy Murphy
Service Science Management and Engineering Book PDF

Author : Bill Hefley,Wendy Murphy
Publisher : Springer Science & Business Media
Page : 384 pages
File Size : 40,5 Mb
Release : 2008-01-08
Category : Business & Economics
ISBN : 9780387765785

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Service Science, Management and Engineering by Bill Hefley,Wendy Murphy Pdf

Papers in this unique volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering (SSME) — Education for the 21st Century. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering. Readers will derive an understanding of education needs and program offerings in SSME.

Smart Service Systems, Operations Management, and Analytics

Hui Yang,Robin Qiu,Weiwei Chen
Smart Service Systems Operations Management and Analytics Book PDF

Author : Hui Yang,Robin Qiu,Weiwei Chen
Publisher : Springer Nature
Page : 394 pages
File Size : 54,6 Mb
Release : 2019-11-25
Category : Business & Economics
ISBN : 9783030309671

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Smart Service Systems, Operations Management, and Analytics by Hui Yang,Robin Qiu,Weiwei Chen Pdf

This volume offers state-of-the-art research in service science and its related research, education and practice areas. It showcases recent developments in smart service systems, operations management and analytics and their impact in complex service systems. The papers included in this volume highlight emerging technology and applications in fields including healthcare, energy, finance, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users‘ both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. The papers in this volume present methods to approach such technical challenges in service science and are based on top papers from the 2019 INFORMS International Conference on Service Science.

Engineering and Management of Data Centers

Jorge Marx Gómez,Manuel Mora,Mahesh S. Raisinghani,Wolfgang Nebel,Rory V. O'Connor
Engineering and Management of Data Centers Book PDF

Author : Jorge Marx Gómez,Manuel Mora,Mahesh S. Raisinghani,Wolfgang Nebel,Rory V. O'Connor
Publisher : Springer
Page : 290 pages
File Size : 52,7 Mb
Release : 2017-11-10
Category : Computers
ISBN : 9783319650821

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Engineering and Management of Data Centers by Jorge Marx Gómez,Manuel Mora,Mahesh S. Raisinghani,Wolfgang Nebel,Rory V. O'Connor Pdf

This edited volume covers essential and recent development in the engineering and management of data centers. Data centers are complex systems requiring ongoing support, and their high value for keeping business continuity operations is crucial. The book presents core topics on the planning, design, implementation, operation and control, and sustainability of a data center from a didactical and practitioner viewpoint. Chapters include: · Foundations of data centers: Key Concepts and Taxonomies · ITSDM: A Methodology for IT Services Design · Managing Risks on Data Centers through Dashboards · Risk Analysis in Data Center Disaster Recovery Plans · Best practices in Data Center Management Case: KIO Networks · QoS in NaaS (Network as a Service) using Software Defined Networking · Optimization of Data Center Fault-Tolerance Design · Energetic Data Centre Design Considering Energy Efficiency Improvements During Operation · Demand-side Flexibility and Supply-side Management: The Use Case of Data Centers and Energy Utilities · DevOps: Foundations and its Utilization in Data Centers · Sustainable and Resilient Network Infrastructure Design for Cloud Data Centres · Application Software in Cloud-Ready Data Centers This book bridges the gap between academia and the industry, offering essential reading for practitioners in data centers, researchers in the area, and faculty teaching related courses on data centers. The book can be used as a complementary text for traditional courses on Computer Networks, as well as innovative courses on IT Architecture, IT Service Management, IT Operations, and Data Centers.

Complex Engineering Service Systems

Irene Ng,Glenn Parry,Peter Wild,Duncan McFarlane,Paul Tasker
Complex Engineering Service Systems Book PDF

Author : Irene Ng,Glenn Parry,Peter Wild,Duncan McFarlane,Paul Tasker
Publisher : Springer Science & Business Media
Page : 470 pages
File Size : 53,9 Mb
Release : 2011-07-02
Category : Technology & Engineering
ISBN : 9780857291899

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Complex Engineering Service Systems by Irene Ng,Glenn Parry,Peter Wild,Duncan McFarlane,Paul Tasker Pdf

For manufacturers of complex engineering equipment, the focus on service and achieving outcomes for customers is the key to growth. Yet, the capability to provide service for complex engineered products is less understood. Taking a trans-disciplinary approach, Complex Engineering Service Systems covers various aspects of service in complex engineering systems, with perspectives from engineering, management, design, operations research, strategy, marketing and operations management that are relevant to different disciplines, organisation functions, and geographic locations. The focus is on the many facets of complex engineering service systems around a core integrative framework of three value transformations – that of material/equipment, information and people. Complex Engineering Service Systems is the outcome of the EPSRC/BAE Systems S4T (Service Support Solutions: Strategy and Transition) research programme of 10 universities and 27 researchers, which examined how high-value manufacturers of complex engineering products adapt to a multi-partnered environment to design and deliver value in a service system. Complex Engineering Service Systems aims to be the main source of knowledge for academics and professionals in the research and practice of contracting, managing, designing, leading, and delivering complex engineering service systems. The book takes a value-based approach to integrating equipment and human factors into a total service provision. In doing so, it aims to advance the field of service systems and engineering.

Site Reliability Engineering

Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff
Site Reliability Engineering Book PDF

Author : Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff
Publisher : "O'Reilly Media, Inc."
Page : 552 pages
File Size : 40,5 Mb
Release : 2016-03-23
Category : Electronic
ISBN : 9781491951170

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Site Reliability Engineering by Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff Pdf

The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

System Engineering Management

Benjamin S. Blanchard,John E. Blyler
System Engineering Management Book PDF

Author : Benjamin S. Blanchard,John E. Blyler
Publisher : John Wiley & Sons
Page : 576 pages
File Size : 46,6 Mb
Release : 2016-02-29
Category : Technology & Engineering
ISBN : 9781119047827

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System Engineering Management by Benjamin S. Blanchard,John E. Blyler Pdf

A practical, step-by-step guide to total systems management Systems Engineering Management, Fifth Edition is a practical guide to the tools and methodologies used in the field. Using a "total systems management" approach, this book covers everything from initial establishment to system retirement, including design and development, testing, production, operations, maintenance, and support. This new edition has been fully updated to reflect the latest tools and best practices, and includes rich discussion on computer-based modeling and hardware and software systems integration. New case studies illustrate real-world application on both large- and small-scale systems in a variety of industries, and the companion website provides access to bonus case studies and helpful review checklists. The provided instructor's manual eases classroom integration, and updated end-of-chapter questions help reinforce the material. The challenges faced by system engineers are candidly addressed, with full guidance toward the tools they use daily to reduce costs and increase efficiency. System Engineering Management integrates industrial engineering, project management, and leadership skills into a unique emerging field. This book unifies these different skill sets into a single step-by-step approach that produces a well-rounded systems engineering management framework. Learn the total systems lifecycle with real-world applications Explore cutting edge design methods and technology Integrate software and hardware systems for total SEM Learn the critical IT principles that lead to robust systems Successful systems engineering managers must be capable of leading teams to produce systems that are robust, high-quality, supportable, cost effective, and responsive. Skilled, knowledgeable professionals are in demand across engineering fields, but also in industries as diverse as healthcare and communications. Systems Engineering Management, Fifth Edition provides practical, invaluable guidance for a nuanced field.

The Science of Service Systems

Haluk Demirkan,James C. Spohrer,Vikas Krishna
The Science of Service Systems Book PDF

Author : Haluk Demirkan,James C. Spohrer,Vikas Krishna
Publisher : Springer Science & Business Media
Page : 360 pages
File Size : 48,9 Mb
Release : 2011-04-20
Category : Business & Economics
ISBN : 9781441982704

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The Science of Service Systems by Haluk Demirkan,James C. Spohrer,Vikas Krishna Pdf

The Science of Service Systems intends to stimulate discussion and understanding by presenting theory-based research with actionable results. Most of the articles focus on formalizing the theoretical foundations for a science of service systems, examining a wide range of substantive issues and implementations related to service science from various perspectives. From the formal (ontologies, representation specifications, decision-making and maturity models) to the informal (analysis frameworks, design heuristics, anecdotal observations), these contributions provide a snapshot in time of the gradually emerging scientific understanding of service systems. The Science of Service Systems, along with its companion text, Service Systems Implementation, is designed to present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compose a collection of articles from those involved in the emerging area known as service science.

Implementing Effective IT Governance and IT Management

Gad J. Selig
Implementing Effective IT Governance and IT Management Book PDF

Author : Gad J. Selig
Publisher : Van Haren
Page : 445 pages
File Size : 43,5 Mb
Release : 2015-02-01
Category : Education
ISBN : 9789401805285

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Implementing Effective IT Governance and IT Management by Gad J. Selig Pdf

This book is a revised edition of the best selling title Implementing IT Governance (ISBN 978 90 8753 119 5).For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material.In all enterprises around the world, the issues, opportunities and challenges of aligning IT more closely with the organization and effectively governing an organization s IT investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organizations.Much has been written and documented about the individual components of IT Governance such as strategic planning, demand management, program and project management, IT service management, strategic sourcing and outsourcing, performance management, metrics, compliance and others. Much less has been written about a comprehensive and integrated approach for IT/Business Alignment, Planning, Execution and Governance. This title fills that need in the marketplace and offers readers structured and practical solutions using the best of the best practices available today. The book is divided into two parts, which cover the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment:- Leadership, people, organization and strategy,- IT governance, its major component processes and enabling technologies.Each of the chapters also covers one or more of the following action oriented topics: - the why and what of IT: strategic planning, portfolio investment management, decision authority, etc.; - the how of IT: Program/Project Management, IT Service Management (including ITIL); Strategic Sourcing and outsourcing; performance, risk and contingency management (including COBIT, the Balanced Scorecard etc.) and leadership, team management and professional competences.