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IT and Business Process Performance Management: Case Study of ITIL Implementation in Finance Service Industry

机译：IT和业务流程绩效管理：案例研究ITIL在财务业内实施

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摘要

Although information technology (IT) is taking significant role in businesses with its innovating and supporting potential, it seems that it is least understood company asset. Successful organizations manage IT function in much the same way that they manage their other strategic functions and processes. This in particular means that they understand, manage and systematically measure the quality of IT performance. They are doing so by engaging in IT Governance and IT Audit activities. In recent years there are number of world-wide used standards and best practices in IT process management area such as CobiT and ITIL, which helps management to measure the IT performances. In this paper we present the case study of managing IT services in finance industry by implementing suggestions which arises from ITIL methodology. After brief explanation of key terms, the methodology of complex ITIL implementation project is given and key performance indicators for major IT related business processes stressed.
机译：虽然信息技术（IT）在企业中对其创新和支持潜力作出重大作用，但它似乎是最不理解的公司资产。成功的组织以与他们管理其它战略函数和流程的方式相同的方式管理IT功能。这尤其特别是他们理解，管理和系统地测量IT性能的质量。他们通过从事IT治理和IT审计活动来这样做。近年来，IT流程管理领域的全球使用标准和最佳实践有多种，可以帮助管理衡量IT表演。在本文中，我们展示了通过实施ITIL方法产生的建议管理金融业管理IT服务的案例研究。在简要说明关键术语后，给出了复杂ITIL实施项目的方法，并为主要IT相关业务流程的关键绩效指标强调。

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