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

by Brian Johnson, Leon-Paul de Rouw

Overview

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.

Product overview

Collaborative Business Design 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 throughout their lifecycle. It:

• Examines the gap in understanding between IT and business.
• Introduces BSD - an analytic approach to understanding the characteristics of IT-driven business services.
• Provides an overview of the components and characteristics of IT-driven business services.
• Considers the different parts of the BSD and SDS.
• Offers insight into the design of IT-driven business services using BSD.
• Discusses practical consequences for business transformation to continuously define, develop and improve services that customers want to use.

Full of useful diagrams and examples (and quotations from an unusual range of sources including Star Trek, Mick Jagger and Oscar Wilde), Collaborative Business Design explains how to guide the development, building, programme management, and maintenance of IT-driven business services.

Introducing business service design (BSD)

BSD is a simple approach to designing the overarching architecture of any IT-driven business service.

It merges the pragmatism and logic of the UK Government Gateway method with service blueprinting and the stakeholder approach to gaining consensus.

BSD is not an architecture for software development or for technology support - it complements existing frameworks such as TOGAF, IT4IT, BiSL(R) Next and ITIL(R) by focusing on business architecture, a subject rarely discussed before designing an IT-intensive, complex business service.

Who should read this book

This book is intended for anyone responsible for designing and implementing IT-driven services, or who is involved in their operation. This includes everyone on both sides of supply and demand, including:

• Internal and external service providers, such as service managers, contract managers, bid managers, lead architects, 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
• Consultants, strategists, business managers, business process owners, business architects, business information managers, chief information officers, information systems owners and information architects

About the authors

Brian Johnson has published more than 30 books, including over a dozen official titles in the IT Infrastructure Library (ITIL), many of which are used worldwide. He designed and led the programme for ITIL version 2. Léon-Paul de Rouw studied technical management and organisation sociology. He worked for several years as a consultant and researcher in the private sector.

Product Details

ISBN-13:	9781849289382
Publisher:	Itgp
Publication date:	07/06/2017
Pages:	129
Product dimensions:	8.27(w) x 11.69(h) x 0.30(d)

About the Author

IT Governance Publishing (ITGP) is the world's leading IT-GRC publishing imprint and wholly owned by IT Governance Ltd. ITGP provides books and tools covering all IT governance, risk management and compliance frameworks, producing unique and practical publications of the highest quality, in the latest formats available, and which readers will find invaluable.

Table of Contents

Chapter 1: IT-Driven Business Services. 1

Covered in this chapter. 1

1.1 IT-driven business services. 1

1.2 Business need and value. 2

1.3 Services that are fit for use: design thinking. 3

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. 9

Chapter 2: Understanding Service Requirements. 11

Covered in this chapter. 11

2.1 Mind the gap. 11

2.2 Closing the gap. 14

2.3 Requirements origin and perspective. 16

2.4 Business service design. 19

2.5 Business service coordination: I think therefore I am.. 25

2.6 Conclusion. 27

Chapter 3: IT-Driven Services, Outcome and Output 29

Covered in this chapter. 29

3.1 What is a business service?. 29

3.2 Service definition. 31

3.3 Delivering what is needed. 33

3.4 Service offering insight 34

3.5 Service lifecycle. 37

3.6 Conclusion. 39

Chapter 4: Stakeholder Dynamics. 41

Covered in this chapter. 41

4.1 We are all in the gutter, but some of us are looking at the stars. 41

4.2 A stakeholder view of the enterprise. 42

4.3 The domains. 49

4.5 Conclusion. 56

Chapter 5: Service Constellation: Capabilities and Resources. 57

Covered in this chapter. 57

5.1 Transactions, communications, resources and agreements. 57

5.2 Understanding transactions. 57

5.3 Service blueprint 64

5.4 Transactions derive from actions and resources. 71

5.5 Risk management and compliance. 73

5.6 Putting the pieces together. 75

5.7 Instruments for agreement 78

5.8 Conclusion. 81

Chapter 6: Service Design Statement 83

Covered in this chapter. 83

6.1 Business service design deliverables. 83

6.2 Essential transactions of stakeholders. 84

6.3 Market readiness and market standards. 84

6.4 Constraints and critical resources. 85

6.5 Value for the business. 85

6.6 Managing the SDS. 87

6.7 The SDS appearance. 91

6.8 Conclusion. 93

Chapter 7: Using Business Service Design: Obtaining Insight 95

Covered in this chapter. 95

7.1 Value of the SDS and using BSD.. 95

7.2 From business vision to operation: methods to use. 99

7.3 Obtaining insight into requirements of IT-driven services. 101

7.4 Things to think about when applying BSD.. 105

7.5 Conclusion, to boldly go…... 110

Appendix A: Glossary and Definitions. 113

Appendix B: Information Flow and Lifecycles. 121

ITG Resources. 125

Editorial Reviews

BSD is moving the conversation from IT as an operations center to more of a key component of the business’s genetic makeup. This book is a must read if you want to cement an alliance between business and IT.

Wickedly funny in many places, well researched and pragmatic. Highly recommended.

I loved the concept and the sensible approach to what are sometimes seen as complex issues.

The logical step up from focusing just on IT, this makes perfect sense

More than ever, applications software (what consumers call 'services'.....) reaches deep into everyday business processes. In order for the modern business to grow or simply to secure market position, rapid and efficient service development and IT delivery is demanded from IT suppliers. This book offers valued insight to strengthen the alliance between business and IT.

From the Publisher