Business-Focused IT and Service Excellence
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Review
David Miller is a respected figure in business service management and his latest book called Business Focused IT and published by the British Computer Society, is a deep dive into the topic. Like IT governance, this is an immature field and Miller provides solid coverage and well chosen examples of his tour of the subject. Also, unlike many theoreticians who rarely leave academia, Miller has worked at the sharp end of BSM as a consultant and interim, building on a wealth of experience at large companies. --CIO Magazine, August 2008
Product Description
Achieving service excellence remains the goal of every IT department and organisation around the world, and it is increasingly vital to the on-going success of business at every level. Yet despite this growing inter-dependence, there exist major differences between what IT understands about business requirements, and what businesses expects from IT. Author David Miller argues that this "perception gap" remains the largest single obstacle to achieving true service excellence, and that if this gap is ever to be bridged, it is crucial that IT professionals become more aware of the needs and challenges being faced by the businesses they seek to serve. Business-Focused IT and Service Excellence provides that bridge. Designed to give IT professionals a thorough understanding of their business colleagues and customers, it sets ambitious new goals for IT service delivery and demonstrates how to achieve them.
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3 of 3 people found the following review helpful
Format:Paperback
This book is a great read for anyone who will appreciate solid, practical help in gaining an understanding of the business experience, plus in assessing and improving the performance of IT service providers of all kinds. It will still be relevant in 10 or 20 years time, despite any shifts in technology, delivery methods, international standards which apply and the nature of the business that IT is servicing.
A mechanism like "Defining the Critical Information Set" is straightforward, and enormously useful in tackling the complexity of both large and small organizations. And the "Radar Diagrams" are brilliant in providing a visual output of the strengths and weaknesses of the organization through using the ITDYNAMICS 10-point assessment framework. They also show quite explicitly what an ultra-efficient service engine will look like.
IT Governance is vital. Techniques are provided in the "Governance Framework" for developing and implementing an appropriate governance model. The health of the organization's IT is underpinned by addressing all the activities involved and defining business and service provider responsibilities.
A practical text. Strongly recommended for Programme and Project Managers who need to know that they have all the bases covered, and for anyone responsible for improving the delivery of IT services.
A mechanism like "Defining the Critical Information Set" is straightforward, and enormously useful in tackling the complexity of both large and small organizations. And the "Radar Diagrams" are brilliant in providing a visual output of the strengths and weaknesses of the organization through using the ITDYNAMICS 10-point assessment framework. They also show quite explicitly what an ultra-efficient service engine will look like.
IT Governance is vital. Techniques are provided in the "Governance Framework" for developing and implementing an appropriate governance model. The health of the organization's IT is underpinned by addressing all the activities involved and defining business and service provider responsibilities.
A practical text. Strongly recommended for Programme and Project Managers who need to know that they have all the bases covered, and for anyone responsible for improving the delivery of IT services.
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