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Quality assurance (QA)

a series of processes that test IT applications (systems and services) prior to their release into production. The extended process involves the creation of test scripts based on the business and performance specification of the system, the iterative testing of the product or service, certification that the IT product or service meets or exceeds customer requirements, and management of the release of that deliverable into production and use, including source code management, backup procedures, and so forth.


See Business process engineering.

Release management

See Quality assurance (QA).


revising and applying information system components, content, workflows, etc., to an application other than the one for which it was originally intended, i.e., reworking a project plan so that it may be applied to a different but similar IT project.

Return on investment (ROI)

a measure of value whereby a financial return is calculated for the investment in a particular undertaking. In real-life situations, some ROI components may be readily quantified in terms of revenue gains, cost reductions, or cost avoidance. However, at times the return on a particular investment is less tangible. For example, an investment that improves customer service may contribute directly to customer retention over time, but its only immediate impact may be to increase operating costs. In the area of IT ROI, quantitative measures need to be balanced with qualitative measures.


to recycle code, content, or other IT delivery components as these are required for related business purposes, e.g., reusing a sales presentation time and time again when presenting the same product to similar audiences.

Risk management

a business process for the identification and mitigation of barriers that obstruct or otherwise jeopardize the delivery of an IT product or service.


a simple tool for the representation of project delivery status at a given point in time. A good scorecard tells the entire story about where a project stands in a single page or less.

Service level agreement (SLA)

document created through an annual process to address work on existing IT assets, including all nondiscretionary (maintenance and support) IT costs, such as vendor-based software licensing and maintenance fees, and the discretionary costs associated with system enhancements below some threshold amount (e.g., $10,000 per enhancement). Typically, SLA work entails the upgrade costs of system or Web site hardware and software, as well as internal and external labor costs, license renewals, and so forth.

Service request

a customer or partner provider request — below a certain risk/cost level — for a new service, for the enhancement of an existing service, or for the extension of an existing service to new or added customers.

Software development life cycle (SDLC)

the comprehensive process and framework for managing the delivery of an IT system from its initial framing and scoping through its release into production, including such phases of work as commitment management, requirements analysis, product design, infrastructure readiness preparation, product development, testing and certification, launch and release management, and the sunsetting of superannuated products.


the executive leader of the business unit who ultimately approves the funding for the business unit's IT work.

Strategic plan

a near-to long-term representation of the steps to be taken by the enterprise to achieve its business objectives, usually a three-to five-year view of goals, objectives, approaches, and success measures or targets.


a uniform, structured system of language applied within a knowledge management process to categorize and catalog content for effective and efficient retrieval by the KM system's user community.

Total cost of ownership (TCO)

those elements that, taken together, represent the complete cost associated with an IT acquisition. The TCO includes maintenance and support costs, staff training, business process retooling, and the like, as well as the actual hardware and software costs associated with purchasing an IT product or service.


See Customer.

Value chain

taken from the model of a manufacturing process, those activities that go into the inception, design, development, delivery, and servicing of a product or service. Like a real link chain, the value chain involves overlapping, connected, and mutually dependent links that culminate in the creation of customer value.

Web asset inventory

a tool that maps the various components of a Web site's Web pages, including key technical and usage attributes, to facilitate the development of a Web experience in keeping with customer requirements.

Web portal

an Internet site that aggregates content and services for the so-called one-stop-shopping convenience of its users.

Working client

those business unit managers who work alongside their IT counterparts to define, develop, and deliver IT products and services to the business unit.

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The Hands-On Project Office(c) Guaranteeing ROI and On-Time Delivery
E-Commerce Security: Advice from Experts (IT Solutions series)
EAN: 2147483647
Year: 2006
Pages: 132

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