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Business-Focused IT and Service Excellence
2nd edition

David Miller (author)

UK Price: £32.99 EU Price: €41.99 ROW (USD) Price: $46.99 
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ISBN: 9781902505886
Format: Paperback
Dimensions: 172 x 246 x 12
Number of pages: 208
Publication date: 01 MAY 2008




Achieving service excellence remains the goal of every IT department and organisation around the world, and it is increasingly vital to the ongoing 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. David Miller argues that this "perception gap" remains the largest single obstacle to achieving true service excellence. This book provides the 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."David Miller makes the reader think about how IT activities really contribute value to the business.... A good read for existing and aspiring CIOs" - Bob Assirati, Projects Director, Office of Government Commerce (OGC).
David Miller is a consultant and leading authority on service excellence. He operates at board and senior management levels, planning and leading large scale change across business and IT. He has worked internationally with a number of major companies in the public, private, and not-for-profit sectors, and is Managing Director of ITDYNAMICS Ltd.
'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)

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.
Preface
1. The IT phenomenon
2. Managing IT to maximise the total business experience
3. Measuring the contribution of IT
4. Measuring stakeholder satisfaction
5. Driving IT service improvement
6. Organisations requiring special consideration
7. Methodologies
8. Organisational Culture
9. In summary

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