List of Figures

Figure 1-1 ISD trends.

Figure 2-1 ISD trends.

Figure 4-1 Traditional business model.

Figure 4-2 The strategic framework flow.

Figure 4-3 Business domain subclasses.

Figure 4-4 The balanced scorecard framework.

Figure 4-5 Flow of services.

Figure 6-1 Work breakdown structure.

Figure 6-2 Creating title boxes from work packages.

Figure 6-3 Program Management work package.

Figure 6-4 Support Services work package.

Figure 6-5 Operations work package.

Figure 6-6 Asset Planning and Control work package.

Figure 6-7 Help Desk work package.

Figure 6-8 An example of the full-work breakdown structure for an ISD organization.

Figure 7-1 Help desk call process.

Figure 8-1 ISD career paths.

Figure 9-1 Cost management.

Figure 9-2 Ongoing DB monitoring and maintenance.

Figure 9-3 Application server support.

Figure B-1 An example of the full-work breakdown structure for an ISD organization.

Figure B-2 Breakdown of program management responsibilities.

Figure B-3 Breakdown of support services responsibilities.

Figure B-4 Breakdown of operations responsibilies (part I)

Figure B-5 Breakdown of operations responsibilities (part II).

Figure B-6 Breakdown of asset planning and control responsibilities.

Figure B-7 Breakdown of help desk responsibilities.