Governance & Management of Digital Services

Ronald Israels is sinds 2008 werkzaam als Principal Consultant bij Eraneos (voorheen Quint).

Meer over Ronald Israels

Ronald Israels

Governance & Management of Digital Services

Name: Governance & Management of Digital Services
Author: Ronald Israels

The design, implementation and application on governance and management of digital services

Paperback Engels 2023 1e druk 9789074495059

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In a time when the market is becoming increasingly digital, organizations need to transform digitally. Digital transformation involves innovating and renewing business chains in which IT solutions play a crucial role – or starting such business chains from scratch. To be able to transform digitally and remain competitive, organizations obtain the best digital products and services from the market and combine them with their own services.

Technological developments such as cloud, AI and robotics offer new possibilities and are indispensable to digital transformation. Internally, the transition to modern working methods is usually based on Agile and DevOps. In addition, more often than not, these new possibilities and developments need to be integrated with an existing IT landscape. Consequently, the production chain of services within organizations is becoming more diverse and complex.

Chain management is crucial in end-to-end digital services. It is therefore no surprise that there is an increasing need for governance & management to keep digitalization on the right track. Many organizations wonder how they can organize this effectively without creating unnecessary bureaucratic structures. This book clarifies the key concepts of governance & management of digital services. It also provides methods and techniques, illustrated with examples from practice, that you can use to set up and execute governance & management pragmatically at your organization.

Governance & Management of Digital Services is a book that you read, put away and pick up again later. A book that contains a lot of information and overviews, diagrams and tables that are useful at different times. Ronald Israels shares his insights and describes many practical examples. In short, a book that should not be missing from any IT bookshelf! - Managementboek.nl about the first Dutch edition.

Trefwoorden

governance regieorganisatie digitale transformatie digitale diensten digital services management target operating model SIAM ICT service integration sourcingmanagement servicemanagement cloud dienstverlening servicemap agile kpi devops sourcing contractmanagement organisatiestructuur procesmanagement service level agreement servicecatalogus ketenintegratie IT-governance portfoliomanagement verandermanagement samenwerken it-frameworks

Trefwoorden

Specificaties

ISBN13:9789074495059

Taal:Engels

Bindwijze:paperback

Aantal pagina's:236

Uitgever:Eraneos (voorheen Quintgroep)

Druk:1

Verschijningsdatum:1-3-2023

Hoofdrubriek:IT-management / ICT

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Over Ronald Israels

Ronald Israels is sinds 2008 werkzaam als Principal Consultant bij Eraneos (voorheen Quint). Ronald is actief in opdrachten die zijn gericht op het inrichten en besturen van IT en regie en de meestal hiermee samenhangende relaties met de business en leveranciers (van business case tot transities en consolidaties). Ronald heeft ruime ervaring als programma manager, lijnmanager en adviseur in zowel de publieke als de private sector. Naast zijn opdrachten voor klanten is Ronald binnen Eraneos enerzijds verantwoordelijk voor de aansturing van een aantal consultants en anderzijds verantwoordelijk voor de inhoudelijke ontwikkeling en levering van diensten op het gebied van Regie en SIAM. Ronald is in 1985 afgestudeerd in de Bedrijfskunde aan de Erasmus Universiteit Rotterdam. Voordat hij zich verbond aan Eraneos was hij consultant, interimmanager en programmamanager bij Getronics PinkRoccade. Daarvoor was hij in diverse staf- en lijnfuncties werkzaam bij Fokker. Ronald is gepassioneerd om complexe verbetertrajecten te realiseren tegen de achtergrond van zakelijke en maatschappelijke eisen, technologische beloftes en menselijke mogelijkheden. Naast zijn werk bij zowel Nederlandse als internationale organisaties, publiceert hij regelmatig zowel wetenschappelijk áls in ICT-vakbladen over IT Service Management, Regie, SIAM en Sourcing. Naast zijn werk is hij actief in besturen ten behoeve van maatschappelijk welzijn.

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Inhoudsopgave

U kunt van deze inhoudsopgave een PDF downloaden

SECTION 0 INTRODUCTION 10
1. THE NEED FOR GOVERNANCE & MANAGEMENT OF DIGITAL SERVICES 12
2. AIM OF THIS BOOK 14
3. READING GUIDE 15
3.1. STRUCTURE 15
3.2. BOXES 15
3.3. ANSWERS TO FAQS 16

SECTION I WHAT IS GOVERNANCE & MANAGEMENT OF DIGITAL SERVICES? 20
4. WHAT ARE SERVICES? 22
5. WHAT ARE DIGITAL SERVICES? 23
6. WHAT IS THE SPHERE OF ACTION OF DIGITAL SERVICES? 24
7. WHAT IS GOVERNANCE & MANAGEMENT? 26
7.1. GOVERNING 28
7.2. ORCHESTRATING 30
7.3. INTEGRATING 31
7.4. GOVERNANCE & MANAGEMENT MODEL 32
8. WHAT IS SIAM? 33
8.1. DIFFERENCES AND SIMILARITIES BETWEEN SIAM AND GOVERNANCE & MANAGEMENT 36
9. WHAT IS A TARGET OPERATING MODEL (TOM)? 37
10. THE EVOLUTION OF GOVERNANCE & MANAGEMENT 40
11. RELATIONSHIP TO OTHER DEVELOPMENTS IN THE ECOSYSTEM 41
11.1. SOURCING 41
11.2. CLOUD 45
11.3. OFFSHORING AND NEARSHORING 50
11.4. TECHNOLOGY 52
11.5. AGILE AND DEVOPS WAYS OF WORKING 52
11.6. IT FRAMEWORKS 54

SECTION II DESIGNING AND IMPLEMENTING GOVERNANCE & MANAGEMENT 61
12. GENERIC APPROACH 63
13. GENERIC TARGET OPERATING MODELS 66
14. DETERMINE POSITIONING 73
14.1. AIM OF DETERMINING POSITIONING 73
14.2. METHODS TO DETERMINE POSITIONING 74
14.3. GENERIC ASPECTS OF DETERMINING POSITIONING 76
15. FORM VISION 81
15.1. GOALS 81
15.2. PRINCIPLES, NORMS AND BELIEFS 83
15.3. DRAFT ORGANIZATIONAL STRUCTURE 86
15.4. HIGH-LEVEL IMPLEMENTATION APPROACH 89
16. TOM: DETAILED DESIGN 90
16.1. PROCESSES AND KPIS 90
16.2. ROLES, RESPONSIBILITIES AND COMPETENCIES 92
16.3. ORGANIZATIONAL AND MEETING STRUCTURES 99
16.4. AUTOMATION 116
16.5. DESIGNING A TOM FOR SPECIFIC SITUATIONS 118
17. IMPLEMENTING GOVERNANCE & MANAGEMENT 127
17.1. THE BASIS 127
17.2. DO’S WHEN IMPLEMENTING GOVERNANCE & MANAGEMENT 135

SECTION III GOVERNANCE & MANAGEMENT IN PRACTICE 143
18. SERVICE MAP, SOURCING MAP AND THEIR RELATED ROADMAPS 145
18.1. SERVICE MAP AND SERVICE ROADMAP 145
18.2. SOURCING MAP AND SOURCING ROADMAP 150
19. COLLABORATION AND RESISTANCE IN THE ECOSYSTEM 151
19.1. FORMS OF COLLABORATION 151
19.2. COLLABORATION MODEL 152
19.3. THE EIGHT ASPECTS 154
19.4. THE FOUR QUADRANTS 156
19.5. USING THE ASSESSMENT MODEL 158
20. BUSINESS MEDIATION WHEN THINGS DO NOT GO WELL BETWEEN CUSTOMER AND SUPPLIER 160
20.1. POOR PERFORMANCE OR RELATIONSHIP 161
20.2. RESOLVING THE CONFLICT YOURSELF 163
20.3. BRINGING IN A MEDIATOR 163
20.4. THE MEDIATION PROCESS 164
20.5. CONDITIONS FOR SUCCESSFUL MEDIATION 168

21. END-TO-END SERVICE INTEGRATION 168
21.1. KEY PERFORMANCE INDICATORS (KPIS) 171
21.2. SERVICE CATALOG (SC) 179
21.3. SERVICE LEVEL AGREEMENT (SLA) 186
21.4. DOCUMENT OF OPERATING PROCEDURES (DOP)) 188
21.5. DOCUMENT OF FINANCIAL AGREEMENTS (DFA) 190
21.6. OPERATIONAL LEVEL AGREEMENT (OLA) 196
22. MONITORING THE BALANCE BETWEEN RUN AND CHANGE 200
23. CLOUD FINANCIAL MANAGEMENT 202

SECTION IV THE FUTURE OF GOVERNANCE & MANAGEMENT 208
24. WHAT ARE THE MOST IMPORTANT DEVELOPMENTS? 210
25. WHAT WILL BE THE LIKELY CONSEQUENCES? 211

SECTION V ANNEXES 214
I. GLOSSARY OF TERMS AND ABBREVIATIONS 216

II. REFERENCES 220

III. DEMAND SUPPLY GOVERNANCE FRAMEWORK (DSGF) 223
A. WHAT IS THE DSGF? 223
B. DESCRIPTION OF DELIVERY FLOWS IN THE DSGF 224
C. DESCRIPTION OF THE FOCUS AREAS OF THE DSGF 226

IV. GOVERNANCE & MANAGEMENT ROLES: RESPONSIBILITIES AND COMPETENCIES 233
A. IT LEADERSHIP 233
B. RISK, SECURITY & COMPLIANCE 233
C. ENTERPRISE ARCHITECTURE 234
D. PORTFOLIO MANAGEMENT 235
E. BUSINESS INFORMATION MANAGEMENT 236
F. SOURCING MANAGEMENT 237
G. CONTRACT MANAGEMENT 238
H. SERVICE MANAGEMENT 239
I. BUSINESS PROCESS ADVICE 240
J. BUSINESS TRANSITION MANAGEMENT 241
K. DELIVERY MANAGEMENT 242

V. EXAMPLES OF GOVERNANCE & MANAGEMENT PROCESSES 244

VI. STANDARD MEETING STRUCTURE 250

AFTERWORD 258
ABOUT THE AUTHOR 261