Page 470 - Handbook of Modern Telecommunications

4

Network Organization

and Governance

Introduction ..................................................................................................4-2
4.1 Information Life Cycle Management ............................................4-3
Terms, Standards, and Statistics • Document Life
Cycle • Hot Topics • Critical Success Factors of Document
Management • Summary and Trends
4.2 Information Technology Alignment with Businesses .............. 4-17
Does IT Matter? • Support of Business by IT • Baseline
Information Technology (IT) plan • Real-Time Enterprise
(RTE) • Directions for Service Orientation • Role of the IT
Infrastructure • Future Trends
4.3 Business Intelligence and Analytics ............................................4-27
The 4 Cs of the Telecommunications Industry • Customer
Is King • Business Intelligence in the Telecommunications
Industry • Strategy at Work • Disappointments from the
Past and Barriers to Business Intelligence • Overcoming
Barriers • Customer Intelligence • Impact of BI and BPM on the
Telecommunications Industry • Summary and Trends
4.4 Service-Level Management ...........................................................4-51
Introduction • Principal Terms and Metrics • Process of Service-
Level Management • Sample SLA • Certification of SLAs • Role
of SLAs in Settlements between Service Providers • Summary and
Trends
4.5 Management Services and Outsourcing .....................................4-77
Introduction • Policies and Tasks of Governance • Multiprovider
Collaboration and Peering • Management Services and
Outsourcing • Contract Management • Summary and Trends
4.6 Network Management Organization .........................................4-107
Patricia Morreale Organization Structure of the Average Provider • Assigning Subject
Kean University Matter Experts to Processes and Support Systems • Building the
Management Teams • Keeping the Management Teams • Job
Deepak Pareek Profiles for Human Resources of Telecommunications Service
Consultant Providers • Summary and Trends
Kornel Terplan 4.7 Best Practices Benchmarks for Service Providers ...................4-123
Industry Consultant Benchmarking • ITIL (Information Technology Infrastructure
and Professor Library) • ISO/IEC 17799 • CoBIT (Control Objectives for
Information and Related Technology) • Dashboards and Balanced
Christian Voigt Scorecards • Summary and Trends
Siemens AG Summary and Trends ............................................................................... 4-147

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