business-focussed-it-reference-card-V2: 4/29/08 1:44 PM Page 1
Business
ABOUT THE BOOK ABOUT THE AUTHOR
David Miller is a consultant, change manager and
leading authority on service management. Operating
Focused IT
at board and senior management levels, he leads
large-scale change across business and IT and is a
Chartered IT Professional and fellow of the BCS. He
and Service Excellence
has worked in the USA, Europe and the Middle East
in public, private and not-for-profit sectors.
“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 CIO’s”
£24.95208pp Published: May 2008
Bob Assirati, Projects Director,
ISBN: 978-1-902505-88-6
Office of Government Commerce (OGC).
www.bcs.org/books/businessfocus
This card is neither a summary of the book nor a substitute for
IT plays a crucial role in the success of most
reading it, but it may be useful. It may also encourage you to think
businesses, and the radical re-think on service about the relevance of the approach to your business and
encourage you to buy it or to contact ITDYNAMICS TM who can
delivery encapsulated within “Business-Focused IT”
provide experienced and practical support to enable you to drive a
helps create a more accurate alignment between the performance improvement programme.
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 services they receive.
BCS, First Floor, Block D, North Star House, North Star Avenue,
Key areas covered include: Swindon WN2 1FA, United Kingdom
The secret of delivering successful services
How to identify shortfalls in service excellence
Assessing IT skills and testing corporate
ITDYNAMICS Ltd, Lion Court, Staunton Harold Hall,
IT governance Melbourne Road, Ashby de la Zouch, Leicestershire
LE65 1RT, United Kingdom
Building service improvement programmes info@itdynamics.co.uk
Tel +44(0)1332 695090
The new Maturity Model and the pressure on
David Miller
service providers © David Miller, ITDYNAMICS Ltd

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1:44 PM
Page 2
SERVICE EXCELLENCE MODEL
NEW MATURITY MODEL
If we create an ultra-efficent ‘service
engine’ we could then simplify the
Service Excellence Model to create a
New Maturity Model. Shortfalls in
service provision will then become
more time-related and so we refer
not to ‘gaps’ but to ‘delays’