Page 495 - Handbook of Modern Telecommunications

4-26 CRC Handbook of Modern Telecommunications, Second Edition

to the business, with agreed-on SLAs. Not only is every function of IT affected, but also the relationship
between IT and the business, where expectations are clearly set for IT services delivered.
One of the most important critical success factors is ensuring that IT metrics are optimized toward
service management (and not suboptimized toward a particular functional group). For example, mea-
suring all functional (as well as business) groups on end-to-end availability will drive behavior toward
optimization of the end-to-end service, rather than for the benefit of one group (but to the detriment of
others). A culture of teamwork is needed. Those with a “blame” culture will fail. As a result, IT opera-
tions departments are redesigning their IT management processes at a record rate. Additional invest-
ments need to be made in people (for example, process managers), training, and tools.
“Digital organizations” seem to get the most out of IT. The following are seven primary attributes of
successful digital organizations:

• Migrate analog business processes to digital.
• Foster open information access.
• Establish a distributed decision-making process.
• Link incentives to performance.
• Maintain focus and communicate corporate goals.
• Hire the best people.
• Invest in human capital.

Acronyms

BAM Business Activity Monitoring
BIM Business Impact Management
BPM Business Process Management
BSM Business Service Management
CIO Chief Information Officer
CPE Customer Premises Equipment
CRM Customer Relationship Management
DCML Data Center Markup Language
EIA Enterprise Integration Architecture
ERS E-Mail Response System
IM Instant Messaging
OASIS Organization for the Advancement of Structured Information Standards
OGSA Open Grid Services Architecture
RFID Radio Frequency Identification
RTE Real-Time Enterprise
RTI Real-Time Infrastructure
SLA Service-Level Agreement
SOA Service-Oriented Architecture
SOAP Simple Object Access Protocol
SOBA Service-Oriented Business Application
SODA Service-Oriented Development Application
UDDI Universal Description Discovery and Integration
UML Universal Modeling Language
WSDL Web Services Description Language
XML Extended Markup Language