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Collaborative Business Design: Improving and innovating the design of IT-driven business services

Book Description

Only by understanding IT-driven business services and anchoring them in a service design statement (SDS) can enterprises translate business needs into IT-intensive business services.

In Collaborative Business Design – Improving and innovating the design of IT-driven business services, Brian Johnson and Léon-Paul de Rouw comprehensively explain how to use business service design (BSD) to formulate an effective SDS that will help business and IT cooperate to create robust, efficient services that support business requirements.

The book delves into the inner workings of services, with the aim of making sure that each side – business and IT – understands the other’s needs and drivers so that services can deliver what is required, expected and promised of them throughout their lifecycle. It:

  • Examines the gap in understanding between IT and business.
  • Introduces Business Service Design (BSD) – an analytic approach to understanding the characteristics of IT-driven business services.
  • Provides an overview of the different components that must be analysed to obtain insight into the characteristics of IT-driven business services and to anchor these insights into a Service Design Statement (SDS).
  • Considers the different parts of the BSD and SDS.
  • Explores how to obtain insight into the design of IT-driven business services using BSD.
  • Discusses practical consequences for business transformation to continually define, develop and improve robust services that customers want to use.

About the Authors

Brian Johnson has held a number of key leadership and strategic roles in government and private companies. He was a part of the UK government team that created the ITIL® approach. He has written a number of books on ITIL®, the software life cycle and the role of IT in business. When he isn’t working or writing, Brian’s passion is playing football.

Léon-Paul de Rouw studied technical management and organisation sociology. He worked for several years as a consultant and researcher in the private sector. Since 2003, he has been a programme manager with the central government in the Netherlands. He is responsible for all types of projects and programmes that focus on IT and business (outsourcing, implementation and change).

Currently, he is the project manager for a multi-million euro project on the nationwide implementation of IT-driven business services.

Léon-Paul’s previous books were primarily written for professionals in their field, including IT demand-supply and facilities management. The books have since been used by a number of institutions as guides and textbooks and have also been incorporated into postgraduate courses.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. Chapter 1: IT-Driven Business Services
    1. Covered in this chapter
    2. 1.1 IT-driven business services
    3. 1.2 Business need and value
    4. 1.3 Services that are fit for use: design thinking
    5. 1.4 Capturing the characteristics of IT-driven services in a service design statement
    6. 1.5 The value of a service design statement
    7. 1.6 Who should read this book
    8. 1.7 Structure of the book
  6. Chapter 2: Understanding Service Requirements
    1. Covered in this chapter
    2. 2.1 Mind the gap
    3. 2.2 Closing the gap
    4. 2.3 Requirements origin and perspective
    5. 2.4 Business service design
    6. 2.5 Business service coordination: I think therefore I am
    7. 2.6 Conclusion
  7. Chapter 3: IT-Driven Services, Outcome and Output
    1. Covered in this chapter
    2. 3.1 What is a business service?
    3. 3.2 Service definition
    4. 3.3 Delivering what is needed
    5. 3.4 Service offering insight
    6. 3.5 Service lifecycle
    7. 3.6 Conclusion
  8. Chapter 4: Stakeholder Dynamics
    1. Covered in this chapter
    2. 4.1 We are all in the gutter, but some of us are looking at the stars
    3. 4.2 A stakeholder view of the enterprise
    4. 4.3 The domains
    5. 4.5 Conclusion
  9. Chapter 5: Service Constellation: Capabilities and Resources
    1. Covered in this chapter
    2. 5.1 Transactions, communications, resources and agreements
    3. 5.2 Understanding transactions
    4. 5.3 Service blueprint
    5. 5.4 Transactions derive from actions and resources
    6. 5.5 Risk management and compliance
    7. 5.6 Putting the pieces together
    8. 5.7 Instruments for agreement
    9. 5.8 Conclusion
  10. Chapter 6: Service Design Statement
    1. Covered in this chapter
    2. 6.1 Business service design deliverables
    3. 6.2 Essential transactions of stakeholders
    4. 6.3 Market readiness and market standards
    5. 6.4 Constraints and critical resources
    6. 6.5 Value for the business
    7. 6.6 Managing the SDS
    8. 6.7 The SDS appearance
    9. 6.8 Conclusion
  11. Chapter 7: Using Business Service Design: Obtaining Insight
    1. Covered in this chapter
    2. 7.1 Value of the SDS and using BSD
    3. 7.2 From business vision to operation: methods to use
    4. 7.3 Obtaining insight into requirements of IT-driven services
    5. 7.4 Things to think about when applying BSD
    6. 7.5 Conclusion, to boldly go…
  12. Appendix A: Glossary and Definitions
  13. Appendix B: Information Flow and Lifecycles
  14. ITG Resources