定义IS/IT项目中的最佳业务效益水平：IT服务管理（ITSM）项目中采用的效益识别实践的见解
Defining the optimal level of business benefits within IS/IT projects: Insights from benefit identification practices adopted in an IT Service Management (ITSM) project
摘要：
效益实现管理（BRM）在当今IT化的世界中的普及正在全球IT组织中迅速获得牵引力。然而，似乎对确定效益的组织内做法的关注有限。本文的目的是双重的：首先，描述和定义一个实践的方法来识别的好处，利用一些好处识别方法，努力更全面地确定IS/IT相关的好处，反映了正在进行的组织投资。第二，强调在信息技术服务管理的背景下，这一效益确定过程的重要性。这是通过一个案例研究的信息技术基础设施库（ITIL）的实施在一个跨国组织。该案例研究揭示了一个务实的实践方法，定制这样的实施，努力实现成本效益的IT服务，反映了特定组织的背景和要求的实施。
英文摘要：
The popularity of benefit realization management (BRM) in today's IT-enabled world is fast gaining traction within IT organisations around the world. However, there appears to be limited attention paid to the intra-organisational practice by which benefits are identified. The purpose of this paper is twofold: firstly, to describe and define a practice approach to the identification of benefits that exploits a number of benefit identification methods in an effort to more comprehensively identify IS/IT related benefits that reflect the ongoing organisational investment. Secondly, to underline the importance of this benefit identification process in the context of IT service management (ITSM). This is achieved through a case study of an information technology infrastructure library (ITIL) implementation in a multi-national organization. The case study exposes a pragmatic practice approach of customising such implementations in an effort to achieve a cost effective implementation of IT services that reflects the context and requirements of that specific organisation.
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