IT service by design
Just another book. Well, quite a nice one if you ask me. Best one yet? We (written with Catherine Zuim Florentino - it was her idea) certainly had fun writing it. I think we have discovered some novel perspectives, too.
It's about the application of design thinking to IT service. The title should have been "Emergent IT service systems by design because you can only macro-design the service system so that it can micro-design the services itself", but that seemed a bit clunky.
This is the core framework. Simply brilliant.
We also explore familiar dysfunctions such as service level theatre, workplace colonization, digital coercion and survey weaponization. And their anti-patterns, of course.
But wait - there's more - here's the table of contents.
We have just given the draft to a few kind people to say unkind things about it. If you understand design thinking or are interested in it, and have time for a high, medium or low-level review before December 16th, please get in touch.
Founder & Managing Partner at Begrip | Moving People to Solution State
2 个月If you still need a reviewer, let me know and can I share it with the workgroup within NORA? (NORA Expertgroep Dienstverlening)
Helping IT people understand service
3 个月Well, I have received and processed the first review - just 34 to go... Joost van den Reek suggested that a figure would clarify the various "service" terms, so I added this.
IT Manager | Contributor to IT Service Book | MBA | ITIL Intermediate | Systems Engineer | ITSM | Best Practices
3 个月Hi Mark!, I would like to review your high value book.
Trainer and "player-coach", helping to build teams that learn faster than other
3 个月Great idea! I'd love to review it from the agile nerd perspective, if you don't mind to have one more reviewer, Mark! ??
Consultant | Advisor | Keynote for Strategy | GRC | P3O
3 个月Please consider me if you find me worthy of such a valuable engagement