An integrated approach to process and service management

F. Gibb, S. Buchanan, S. Shah

Research output: Contribution to journalArticle

30 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)44-58
Number of pages14
JournalInternational Journal of Information Management
Volume26
Issue number1
DOIs
Publication statusPublished - 2006

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management
Industry
Information management
information management
Values

Keywords

  • process management
  • service management
  • information strategy
  • information systems

Cite this

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An integrated approach to process and service management. / Gibb, F.; Buchanan, S.; Shah, S.

In: International Journal of Information Management, Vol. 26, No. 1, 2006, p. 44-58.

Research output: Contribution to journalArticle

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T1 - An integrated approach to process and service management

AU - Gibb, F.

AU - Buchanan, S.

AU - Shah, S.

PY - 2006

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AB - 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.

KW - process management

KW - service management

KW - information strategy

KW - information systems

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U2 - 10.1016/j.ijinfomgt.2005.10.007

DO - 10.1016/j.ijinfomgt.2005.10.007

M3 - Article

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SP - 44

EP - 58

JO - International Journal of Information Management

JF - International Journal of Information Management

SN - 0268-4012

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ER -