What is the book about and how can I get hold of a copy?

In 2008 "Business-Focused IT and Service Excellence" [ISBN 978-1-902505-88-6], written by David Miller (MD ITDYNAMICS Ltd), was published by the British Computer Society.   Described as "revolutionary” and recommended by CIO Magazine as essential reading for CIO's, it embraces IT Service Management best practice but demonstrates how much more business value can be achieved regardless of the standards or methods deployed.

The cover of the book summarises the content as follows: “IT plays a crucial role in the success of most business, and this radical re-think on service delivery helps create a more accurate alignment between the two.  Based on a revolutionary, new service excellence model, it allows service providers to gain a clearer understanding of the businesses they serve, while providing customers with the tools necessary to more effectively measure the service they receive.” Also on the cover, Bob Assirati (currently Major Projects Director at the OGC) says, “David Miller makes the reader think about how 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 CIO’s.”

The content describes the research undertaken to establish failure rates and to discover the reasons for successful business outcomes, the importance of positioning IT services, it introduces the new service excellence model, explains how to assess a service engine using the service engine framework, and introduces the new maturity model (NMM).  The NMM signals the disintermediation of IT through convergence and commoditisation.  This helps us to understand Cloud Computing and where this may eventually lead into the future.

Why not read more about how the book came about?

Ordering: The book can be ordered from Turpin Distribution, Amazon UK, Amazon USA, Viva Group India, the BCS or good book shops.