1 Table of Contents: “...? -- Measuring the business value of ICT -- Best practices for documenting process change -- Best practices...”

2 Table of Contents: “... Charts -- 15. Building Visio Flowcharts -- 16. Documenting Processes, Work Flows, and Data Flows -- 17...”

3 Table of Contents: “... and escalation; Documenting processes; 9 Ensuring lessons and updatedprocesses are re-applied; Broadcasting new...”

4 “...Companies--especially more complex organizations--require standard, documented processes...”