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BUSINESS FOCUSED IT AND SERVICE EXCELLENCE 2e(pb)2009
Author: DAVID MILLER
ISBN: 9781902505886
Year: 2009
Publisher: KOGAN PAGE INDIA PRIVATE LIMITED
Category: MIS / IT
Edition: 2
Format: Paperback
Language: English
Pages: 176
 ABOUT THE TITLE
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’.
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 TABLE OF 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
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