IT for Business (IT4B). From Genesis to Revolution, a Business and IT approach to Digital Transformation

IT Governance Publishing, Brian Johnson, Walter Zondervan

This book delves into the evolving role of IT in business transformation, covering key strategies for aligning business objectives with digital tools and technologies. It focuses on the importance of governance, efficiency, and risk management in driving IT success. Readers will discover how to build effective IT strategies, manage service delivery, and improve stakeholder engagement in a rapidly changing digital landscape. With practical frameworks and real-world case studies, it provides a roadmap for managing the complexities of digital service design, contract management, and performance. As the book progresses, it highlights the challenges and opportunities IT presents, from governance issues to innovation drivers. It concludes with actionable insights into digital readiness and transformation, equipping readers with the tools to navigate and lead in the digital age.

The Universal Service Desk (USD). Implementing, controlling, and improving service delivery

IT Governance Publishing, Brian Johnson, Léon-Paul de Rouw

This book is your go-to guide to mastering the Universal Service Desk (USD) for improving service management. The reader will understand USD's role in enterprises, delve into its design process, and learn how to use it for effective customer service and business operations. With practical examples and industry case studies, this book offers deep insights into the application of the USD for organizational success.The book begins by introducing the USD concept, highlighting its importance in streamlining service delivery and enhancing customer satisfaction. It outlines how a demand-oriented approach can be implemented across various business environments, optimizing workflows from front-office interactions to back-office coordination. Through the chapters, readers will learn to adapt USD to meet the evolving needs of enterprises.The final chapters focus on advanced practices such as improving service quality, managing virtual USD platforms, and aligning service desk operations with business goals. By following the structured approach outlined, you’ll gain the tools to create a USD that delivers measurable value, fosters seamless communication, and aligns with organizational priorities.