Table of Contents

Preface
1. The IT phenomenon
2. Managing IT to maximise the total business experience
3. Measuring the contribution of IT
4. Measuring stakeholder satisfaction
5. Driving IT service improvement
6. Organisations requiring special consideration
7. Methodologies
8. Organisational Culture
9. In summary

Promotional Information

"David Miller makes the reader think about how IT activities really contribute value to the business.... A good read for existing and aspiring CIOs" - Bob Assirati, Projects Director, Office of Government Commerce (OGC).

About the Author

David Miller is a consultant and leading authority on service excellence. He operates at board and senior management levels, planning and leading large scale change across business and IT. He has worked internationally with a number of major companies in the public, private, and not-for-profit sectors, and is Managing Director of ITDYNAMICS Ltd.

Reviews

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. -- Bob Assirati Office of Government Commerce (OGC) David Miller is a respected figure in business service management and his latest book called Business Focused IT and published by the British Computer Society, is a deep dive into the topic. Like IT governance, this is an immature field and Miller provides solid coverage and well chosen examples of his tour of the subject. Also, unlike many theoreticians who rarely leave academia, Miller has worked at the sharp end of BSM as a consultant and interim, building on a wealth of experience at large companies. CIO Magazine 20080801