In the network economy almost every organization depends on perfect IT facilities. Every organization is forced to reflect on its IT demand. Realizing the organization of supply and demand is the subject of this book.

The book consists of five parts. In the first part, IT management tasks and the objects involved are discussed. The execution of these tasks has to meet with functional and performance demands. These requirements are more easily met when an organization has a transparent IT architecture at its disposal.
The second part outlines traditional IT management. The starting point is a process-oriented functioning of the IT organization. This goes for both the IT demand organization as well as the IT supply organization. In this part, methods like BISML, ASL, ITIL, MOF, MSF, TMN and eTOM are discussed.

The third part deals with controlling IT. The aim of this control is diverse. Control is different when striving for efficiency and complying with accountanta (TM)s requirements, compared to the control as used when IT is a means to comply with customera (TM)s and/or chain partnersa (TM) wishes. In the latter case, innovation of IT processes is an issue.

Part four tackles aspects of IT management. Amongst other things, the financial, personnel, purchasing, legal and security aspect in IT are discussed. Besides this, attention is paid to entering service agreements and achieving standardization. The book ends with a look into the future. The effects of striving for "utility computing" and better control of IT by means of "IT portfolio management" are explained.

The book is supported by the website www.ict-management.com. On this site every chaptercan be found in the form of a presentation. Lecturers using the book have access to suggestions with solutions for all of the 17 smaller and 8 larger cases included in the book.

This book came into being inthe form oflecture notes for thesubject Infor- tion technology management (IT management) at the Twente University inthe Netherlands. Since 1995 this subject is part of the Master's degree of the course Business Management and Information Technology. Over a decade of teaching, this bookdevelopedinto what it istoday. The book gives an idea of how organizations should organize their - formationandcommunicationtechnologyfacilitiesinordertobeabletosay"IT does not matter." Management and the organization of IT are only conveniences within day-to-day operations and enablers, for organizations that want to supply other products and services. The book has the following starting points: (a) The IT support of products and services of organizations makes fu- tional and performance demandsontheIT facilities. In order to beable tomeettheserequirementsoptimally, anITarchitectureisrequired.The IT services and products are supplied within this architecture. (b) Controlling IT is part of normal operational management. This means that: -at setting up the IT facilities the principles of logistics and operations management apply; -the information, neededfor controlling a process, makes demandson the set-up of the information service process. The question is: -whether someone is authorized to supplythe data; -whether the data correspondswith thephysically present objects and -whether the given data is correct and complete. (c) A distinction is made between both the IT demand and the IT supply organization. Both organizations have to be set up. Methods indicate, xi xii Preface which processes have to be in place in these organizations and each of these processes has ?nancial, personnel, legal and security aspects.

Governing, managing and organizing the supply and demand for IT is the subject of this book. The book consists of five parts. These parts are the basic concepts, organizing IT demand and supply, governing and controlling IT, aspects of IT governance and management, and IT governance and management, which in the future will often use IT platforms.