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ICT management best practices

Recent rapid ICT emergence has grown several core generic practices that comprise standard processes and designated terminology to better systematize managing the various aspects of product development, service provisioning, and managing the enterprise and the industry as a whole. Organizational management typically apply a set of relevant best practices to enhance streamlined competitiveness and comply to regulatory requirements. Each of the practices works in harmony with several other practices; along the two main pillars of information & process management.

Telecommunications Management (TM)

TM Forum is a global trade association trusted by the world’s largest enterprises, service providers, and suppliers to help them continuously transform to succeed in the digital economy. The Frameworks (Frameworx) provided by TM Forum exceed the boundary of service provisioning to maintaining practices for the overall telecommunications industry. Frameworx comprises five components: 1) enhanced Telecommunications Operations Management (eTOM) framework; 2) Information Framework (SID); 3) Application Framework (TAM); 4) Integration Framework; and 5) Business Metrics.

IT Service Management (ITSM)

ITSM refers to the implementation and management of processes for providing quality information (and communication) technology services. The framework is not specific to any brands, systems configuration, or operational environment. It is meant to be custom applied by the services provider as per their respective offerings profile. The IT Service Management Forum (itSMF) is an internationally recognized forum for IT Service Management professionals worldwide.

The Information Technology Infrastructure Library (ITIL) is the current global standard set of best practices for ITSM; initially developed by the UK Office of Government Commerce (OGC), it is now owned and maintained as ISO/IEC20000. ITIL comprises five main processes 1) Service Strategy; 2) Service Design; 3) Service Transition; 4) Service Operation; and 5) Continual Service Improvement.

Business Process Management (BPM)

BPM is a general framework for managing any business processes and their interaction. It is related to ICT in two ways. First, BPM is typically implemented in software over a shared platform that integrates with the enterprise IT infrastructure and intranet services. Second, it is most important to be implemented in an ICT services provider environment since it then integrates with automated service management and quality management processes. The current universal standard for modeling business and service/product management processes is the Business Process Model and Notation, BPMN 2.02, standardized by the Object Management Group (OMG).

Quality Management (QM)

Quality management ensures an organization, product, or service consistency and compliance to relevant standards. QM includes four components: quality planning, quality control, quality assurance and quality improvement. Since it is concerned with not only quality, but also the means to achieve it, QM applies to business, service management, and production processes. Total Quality Management (TQM) is a frequently used term that refers to the organization's ability to deliver high-quality products and services to customers. The main QM standards families include ISO 9000 and Six Sigma.

Technology Management

Technology management practices allow a product development organization to best capitalize their competitive edge. Involved concepts include technology scouting, forecasting, roadmap, strategy, portfolio, and project portfolio. The Association of Technology, Management, and Applied Engineering (ATMAE) sets standards for academic program accreditation, personal certification, and professional development for educators and industry professionals involved in integrating technology, leadership and design.

Innovation Management

Innovation management sets processes for the organization to respond to external and internal opportunities; and use its creative efforts to incubate novelty at both organization and product levels. Only in the narrow sense is innovation connected with developing new product (feature) concepts and techniques. Innovation is about developing novel concepts and methods across the organization to generate value that did not priory exist. The diffusion of innovations theory suggests that all innovations follow a similar four-phase diffusion life-cycle; known as the "S" curve: emerging, growth, mature and aging. Common tools include brainstorming, virtual prototyping, product life-cycle management, idea management, Phase–gate model, project management, product line planning, and portfolio management.

Knowledge Management (KM)

KM sets a framework to capture, develop, share, and effectively utilize organizational knowledge. Knowledge management efforts typically focus on organizational objectives such as improved performance, competitive advantage, innovation, the sharing of lessons learned, integration and continuous improvement of the organization. We view KM as a layer up information management, since knowledge is synthesized from disparate pieces information, by organizing them within a domain context. There are, however, dedicated enterprise knowledge management software platforms that derive from ECM systems. The KM Institute is the main body concerned with the development, training, and certification of KM professionals.

Information Management (IM)

Information management (IM) is the collection and organization of information from one or more sources and the dissemination/publishing of that information to one or more audiences, in an arbitrary format. This process involves handling information storage and access, modeling and typing, editing and styling, and possibly pre-defined 'contracted' processing. An IM system exceeds the concept of a content or document management system (CMS/DMS) to include the manipulation of information schema and transformation for purpose of modifying, or filtering, presentation and applying an arbitrary style that suits the publishing medium or format.

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