Chapter 6
Measuring the Business Value of ICT
Organizations need to show measurable value when making ICT investments. Once an organization decides on processes for improvement or innovation through ICT infrastructure implementation, it must decide how to measure the success of those process changes. Measurement must be included as part of project planning to catch midproject changes and ensure eventual success. It is essential that measurements be taken to justify ICT infrastructure investment, to monitor the impact of infrastructure-mediated changes during implementation, and to assess the effect of an ICT infrastructure investment. These measurement methods must be defined before a process change project begins. Techniques for measurement are covered in this chapter.
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