This book reads like a conversation on IT service management. Rather than reinventing traditional IT frameworks or methods, IT4B provides a coherent understanding of digital readiness for your enterprise. It offers insight and coaching, rather than ready-made advice because not all businesses work best with a one-size-fits-all approach.
Cover
Title
Copyright
Foreword
About The Authors
Acknowledgements
Contents
Technology Transforming Art
Hockney on IT4B
Hockney and the 15th-century painting transformation
How is IT4B used?
Chapter One: From Genesis to Revolution
Que sera, sera, what will IT4B
Taking Tiger Mountain (by Strategy)
Chapter Two: It’s a Question of Balance
Expanding the concepts
The camera obscura for business and IT
Chapter Three: The ‘Roman Riding’ of Governance
Governance is not the same as management
Outcome (and output)
Developments & Trends
Identifying strategic themes
Prioritisation and governance
Effectiveness & Efficiency
Effectiveness versus efficiency
Effectiveness and efficiency in the real world
Management reports
The ‘output’ or the ‘outcome’?
Opportunities & Risks
Risk
Opportunity
Chapter Four: The Equilibrium of Strategy
The dynamics of strategy and IT
Gateway guidance
Outcome and output
Architecture & Portfolio
Strategies and the stages of strategy development
Roles & Responsibilities
Roles & Responsibilities
Objectives & Requirements
Managing the relationship with the customer
E-business
Problems
Sourcing & Sponsoring
Chapter Five: The Outer Limits of Improvement
What could possibly go wrong by improving?
Improvement and IT
Output or outcome?
Resources & Activities
Digital service requirements
Design of the digital service
Assembly
Maintain your stakeholder perspectives on IT
Skills & Competences
Understanding capabilities
Design & Realisation
Design phase
Build phase
Review & Validation
Chapter Six: The Challenge of Operation
The front line
Output (and outcome)
Contracts & Agreements
Managing contracts and service performance
What is contract management?
Intelligent/informed customer capability
Managing multiple interfaces
Who is involved?
Critical success factors
Foundations for contract management
Other issues
Implementation & Transition
Deployment & Maintenance
Checklist/activities
Requirements
Design
Build
Deploy
Operate
Service & Support
Service & Support for the business
Supporting the user of digital services
Chapter Seven: Digital Readiness and Innovation
Chapter Eight: Mythical Airlines Case Study
Mythical Airlines Ltd
The IT interaction
Think about service characteristics
Partners
Key points
Transactions
Training and documentation
Chapter Nine: The Bottom Line
Transformation
The key drivers of transformation
Define digital
Appendix A: Theories About Organisational Change
Why IT4B?
Appendix B: Useful Pointers In Formulating Business And IT strategy
General
Requirement focus
Demand focus
Purchasing approach
Service definition
Current service performance
Degrees of integration
Technology familiarity and maturity
Appendix C: A Communications Strategy
Appendix D: Skills
Successful delivery skills framework
Possible maturity levels
How the framework could be designed
How to use the framework
Leadership
Finance
Programme and project delivery
Specific responsibilities
Appendix E: Thoughts About Testing The Design Of Services
This book reads like a conversation on IT service management. Rather than reinventing traditional IT frameworks or methods, IT4B provides a coherent understanding of digital readiness for your enterprise. It offers insight and coaching, rather than ready-made advice because not all businesses work best with a one-size-fits-all approach.
Table of contents
Cover
Title
Copyright
Foreword
About The Authors
Acknowledgements
Contents
Technology Transforming Art
Hockney on IT4B
Hockney and the 15th-century painting transformation
How is IT4B used?
Chapter One: From Genesis to Revolution
Que sera, sera, what will IT4B
Taking Tiger Mountain (by Strategy)
Chapter Two: It’s a Question of Balance
Expanding the concepts
The camera obscura for business and IT
Chapter Three: The ‘Roman Riding’ of Governance
Governance is not the same as management
Outcome (and output)
Developments & Trends
Identifying strategic themes
Prioritisation and governance
Effectiveness & Efficiency
Effectiveness versus efficiency
Effectiveness and efficiency in the real world
Management reports
The ‘output’ or the ‘outcome’?
Opportunities & Risks
Risk
Opportunity
Chapter Four: The Equilibrium of Strategy
The dynamics of strategy and IT
Gateway guidance
Outcome and output
Architecture & Portfolio
Strategies and the stages of strategy development
Roles & Responsibilities
Roles & Responsibilities
Objectives & Requirements
Managing the relationship with the customer
E-business
Problems
Sourcing & Sponsoring
Chapter Five: The Outer Limits of Improvement
What could possibly go wrong by improving?
Improvement and IT
Output or outcome?
Resources & Activities
Digital service requirements
Design of the digital service
Assembly
Maintain your stakeholder perspectives on IT
Skills & Competences
Understanding capabilities
Design & Realisation
Design phase
Build phase
Review & Validation
Chapter Six: The Challenge of Operation
The front line
Output (and outcome)
Contracts & Agreements
Managing contracts and service performance
What is contract management?
Intelligent/informed customer capability
Managing multiple interfaces
Who is involved?
Critical success factors
Foundations for contract management
Other issues
Implementation & Transition
Deployment & Maintenance
Checklist/activities
Requirements
Design
Build
Deploy
Operate
Service & Support
Service & Support for the business
Supporting the user of digital services
Chapter Seven: Digital Readiness and Innovation
Chapter Eight: Mythical Airlines Case Study
Mythical Airlines Ltd
The IT interaction
Think about service characteristics
Partners
Key points
Transactions
Training and documentation
Chapter Nine: The Bottom Line
Transformation
The key drivers of transformation
Define digital
Appendix A: Theories About Organisational Change
Why IT4B?
Appendix B: Useful Pointers In Formulating Business And IT strategy
General
Requirement focus
Demand focus
Purchasing approach
Service definition
Current service performance
Degrees of integration
Technology familiarity and maturity
Appendix C: A Communications Strategy
Appendix D: Skills
Successful delivery skills framework
Possible maturity levels
How the framework could be designed
How to use the framework
Leadership
Finance
Programme and project delivery
Specific responsibilities
Appendix E: Thoughts About Testing The Design Of Services
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