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Pragmatic Application of Service Management by Mark Thomas, Suzanne Van Hove

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CHAPTER 4: CASELET #1 - GOVERNANCE

IT Issue: An international import/export company is expecting significant growth over the next two years. The Board of Directors recently held a two-day retreat, during which they created an IT Governance Committee. This was in response to the growing reliance on IT systems, their interoperability, and the overall past performance of the IT organization. The IT Governance Committee met for the first time last month and convened with the following areas that needed further study:

  • What vital business processes are dependent on IT and what are their requirements?
  • How much of the IT effort is spent on fighting fires rather than enabling the business?
  • Do we have sufficient IT resources and infrastructure to meet ...

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