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Collaborative Business Design: The Fundamentals

Book Description

This adapted version of Collaborative Business Design for the Fundamentals Series explores the characteristics of IT-driven business services, their requirements and how to gather the right requirements to improve the service lifecycle throughout design, development and maintenance until decommissioning. By understanding IT-driven business services and anchoring them in a service design statement (SDS), you will be able to accelerate the translation of the needs of the business to the delivery of IT-intensive business services. Insight into the CBSD approach to deriving an SDS is therefore a practical and powerful tool to help you:
  • Promote a coherent design so that fundamental issues and requirements of needs are mapped, based on different perspectives between demand and supply;
  • Gain insight into the dynamics between stakeholders within an enterprise;
  • Reflect on and formulate a practical and realistic roadmap; and
  • Guide the development, build, programme management and maintenance of IT-driven business services.
CBSD complements existing frameworks such as TOGAF®, IT4IT, BiSL® Next and ITIL® by focusing on business architecture, a subject rarely discussed before designing an IT-intensive, complex business service. This book is intended for anyone responsible for designing and implementing IT-driven services or involved in their operation. This includes:
  • Internal and external service providers, such as service managers, contract managers, bid managers, lead architects and requirement analysts;
  • Business, financial, sales, marketing and operations managers who are responsible for output and outcome;
  • Sales and product managers who need to present and improve service offerings;
  • Developers who need to develop new and improved services; Contract managers and those responsible for purchasing; and
  • Consultants, strategists, business managers, business process owners, business architects, business information managers, chief information officers, information systems owners and information architects.
Bridge the gap between business and IT.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright
  4. Foreword
  5. Contents
  6. 1.IT-driven business services
    1. 1.1 Business need and value
    2. 1.2 Capturing the characteristics of IT-driven services in a service design statement
    3. 1.3 From business vision to operation: methods to use
    4. 1.4 Who should read this guide to fundamentals?
  7. 2.Understanding IT-driven service requirements
    1. 2.1 What is a business service?
    2. 2.2 Service lifecycle
    3. 2.3 Requirements origin and perspective
    4. 2.4 Business service design
      1. 2.4.1 Need and senior responsible owner
      2. 2.4.2 Business service coordination: I think therefore I am
      3. 2.4.3 Outcome and output must dictate behaviour
      4. 2.4.4 Service constellation
      5. 2.4.5 Service design statement
    5. 2.5 The Business Service Design session
  8. 3.Stakeholder dynamics in the service constellation
    1. 3.1 Delivering what is needed: Business service design
    2. 3.2 A stakeholder view of the enterprise
      1. 3.2.1 Stakeholders from the business services coordination perspective
      2. 3.2.2 Users
      3. 3.2.3 Providers
      4. 3.2.4 Customers
      5. 3.2.5 Board of directors/general management
      6. 3.2.6 Business service coordination (BSC)
    3. 3.3 The domains
      1. 3.3.1 Domain: Operations
      2. 3.3.2 Domain: Quality
      3. 3.3.3 Domain: Governance
      4. 3.3.4 Domain: Orchestration
  9. 4.Capabilities and resources within the constellation
    1. 4.1 Transactions, communications, resources and agreements
      1. 4.1.1 Transactions offer something or request something
      2. 4.1.2 Transactions have different characteristics
      3. 4.1.3 Transactions that are desirable or mandatory
      4. 4.1.4 Transactions set a condition or a delivery
    2. 4.2 Customer journey
    3. 4.3 Transactions derive from actions and resources
    4. 4.4 Risk management and compliance
    5. 4.5 Instruments for agreement
      1. 4.5.1 Policy
      2. 4.5.2 Service catalogue/product delivery catalogue (PDC)
      3. 4.5.3 Service level agreements (internal)
      4. 4.5.4 Contracts
  10. 5.Service design statement
    1. 5.1 Business service design deliverable
    2. 5.2 Putting the pieces together
    3. 5.3 Balancing in a favourable design
    4. 5.4 Using the SDS
    5. 5.5 One final thing: managing the BSC
  11. Afterword
  12. ITG Resources