Turning Fragility Into Agility

The way we think about service delivery is broken and obsolete. This book discusses a new framework for the c-suite to improve service quality, performance, and the value for customers.

This is a short, easy-to-read book that will reshape how you think about service delivery. It is focused on minimizing outages and improving service quality, performance, and experience.

1. How Value is Created and Delivered
2. Why Should We Care About Services?
3. The Role of Enablers
4. Innovation or Improvement? Both!
5. Why Should We Measure? How Should We Measure?
6. How Should We Utilize Governance?
7. The Importance of People
8. The Role of Partners

it is OK, nothing more. Nothing wrong is said, but not really any insights are uttered.

A short book.