Description: ‘David Miller makes the reader think about how IT activities really contribute value to the business. Building on familiar techniques such as EFQM and ITIL V3, his models dig deep into how business value in IT can be analysed, assessed and improved. A good read for existing and aspiring CIOs’.
Bob Assirati – Projects Director, office of Government Commerce (OGC).
IT plays a crucial role in the success of most businesses, and this radical re-think on service delivery helps create a more accurate alignment between the two. Based on a revolutionary, new service excellence model, it allows service providers to gain a clearer understanding of the businesses they serve, while providing customers with the tools neccessary to more effectively measure the service they receive.
Key areas covered include:
• The secret of delivering successful services
• How to identify shortfalls in service excellence
• Assessing IT skills and testing corporate IT governance
• Building service improvement programmes
• The new Maturity Model and the pressure of service providers
Contents: Service: The business mind • Learning from the past • Preparing for the future • Making the change • Service Excellence: • Mind the gap • Defining service excellence • Alignment • The Service Engine and the Total Business Experience Overview: Establishing the business context and project initiation • An approach to the assessment • The outputs • The details of the analysis • Bringing it all Together: Summarising the assessment criteria • Example assessments • Building a performance improvement plan • Circumstances and organisations requiring • Special consideration • What to expect • A new maturity model • Summary • References • Index
About the Author: David Miller is a consultant and leading authority on service excellence. Operating at board and senior management levels, he leads large-scale change across business and IT and is a Chartered IT Professional and fellow of the BCS. He has worked in the USA, Europe and the Middle East in public, private and not-for-profit sectors.
Target Audience: Students of computer science & IT professionals.