This book is about how to run services, in any organisation, in any industry. It describes the basics, the core stuff, in realistic pragmatic terms. And it is pragmatically brief - we kept it to 50 paperback pages.
Any product that gets the evangelical reaction that Net Promoter Score or NPS does, immediately raises my skeptical hackles even before I take a good look at it. Chokey the Chimp smells marketing hype from miles downwind.
Every year the IT Skeptic website starts the New Year with our Awards. (You can see past years' awards here). This year I announced them on a Google Hangout which I hope will be the first of a series of hangouts for skeptical conversations.
There is a school of thought that takes the idea of ERP systems (Enterprise Resource Planning: monolithic integrated systems for running all of a business from operations through to HR to financials) and applies it to IT. The suggestion is that these concepts are fractal: if they work for the organisation as a whole then they can also work on a smaller scale for the IT department and the IT systems and services.
Recently the idea of ERP for IT has had some attention again. We need to stamp it out. Tweet this