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Business Metric Driven Customer Engagement for IT Projects

Morciniec, Michal; Yearworth, Mike

HPL-2004-130R1

Keyword(s): business metric; benchmarking; customer engagement; business activity monitoring

Abstract: It is the general case that business process improvements can be achieved through a range of possible projects ranging from pure business process reengineering through to IT deployment. When IT forms part of the process improvement project Service Level Agreements (SLAs) and functional solution requirements provide the means of linking the business performance goals to the IT project. In this paper we show how competitive benchmarking and standard operations reference models can be combined with Business Activity Monitoring (BAM) in order to capture the value of an IT solution in terms of key business metrics agreed with the business stakeholders at the outset of a customer engagement.

11 Pages

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