An integrated approach to process and service management

  • Authors:

  • Forbes Gibb;Steven Buchanan;Sameer Shah

  • Affiliations:

  • Graduate School of Informatics, University of Strathclyde, 26 Richmond Street, Glasgow G1 1XH, UK;Graduate School of Informatics, University of Strathclyde, 26 Richmond Street, Glasgow G1 1XH, UK;Graduate School of Informatics, University of Strathclyde, 26 Richmond Street, Glasgow G1 1XH, UK

  • Venue:
  • International Journal of Information Management: The Journal for Information Professionals
  • Year:
  • 2006

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Abstract

Any enterprise exists to create and capture value, and much of this value is created through processes and services. Given the heavy dependency of processes on information and IT, the chief information officer (CIO) has a key role to play in ensuring that the enterprise has the appropriate tools to identify, design, implement, monitor and measure the processes and services which will deliver an enterprise's strategic goals and objectives. This paper looks at the nature of processes and services, proposes a toolbox for their management and looks at the implications for information strategy and effective information management regimes.