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An integrated approach to process and service management

Gibb, F. and Buchanan, S. and Shah, S. (2006) An integrated approach to process and service management. International Journal of Information Management, 26 (1). pp. 44-58. ISSN 0268-4012

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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.