The ICT Malaise: A Diagnosis and Cure for the Dysfunctional Information and Communication Technologies Service-Delivery Workflow, 1st Edition (Hardback) book cover

The ICT Malaise

A Diagnosis and Cure for the Dysfunctional Information and Communication Technologies Service-Delivery Workflow, 1st Edition

By Nadine Fruin

Productivity Press

204 pages | 14 Color Illus.

Purchasing Options:$ = USD
Hardback: 9780367228569
pub: 2019-07-04
Available for pre-order

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We hurtle ahead with technology, apps, and the newest innovation in a world where we seem to need constant online presence and "availability." You are in if you quickly adapt the newest technical "solution" and out if you wait too long or even have doubts about its usefulness.

Information and communication technology (ICT) service providers, suppliers, and customers all try to make sense and make the most money out of technology developments and constant innovation with the help of frameworks, methodologies, best-practice approaches, and models. They continuously improve, align, integrate, and optimize but unfortunately don’t apply that to safeguarding quality.

We have created an environment where professionals of the tech sector are stimulated or forced to create, deliver and support poor products and services to ever increasing unhappy customers. This creates stress and moral dilemmas.

We are living in a constant hyped up society without questioning (enough) what we are doing and if it makes sense. It’s time for some critical thinking, reflection and contemplation.

This book leads the reader along that path of critical thinking, reflecting, and contemplating and offers alternative ways for service providers, customers, and suppliers to interact with each other. In addition, it helps them conduct their business in such a way that customers as well as service providers and suppliers achieve satisfaction. Not just stated in a customer survey but crystallized in actual deeds.

We don’t have to make dramatic changes and overhauls to achieve a healthier and more productive way of doing business. It implies a different mindset, a different way of interacting and a different approach to and use of the many frameworks, models and methodologies being introduced ceaselessly.

IT professionals are presented with practical guidelines regarding the use of those methodologies and models, the building and managing of healthy business relations and how to ensure quality delivery of products and services. The result will be a more satisfying and less stressful work environment for all parties involved.


"A valuable, practical guide for navigating through ICT turbulence and dynamics. A lighthouse for the human side of ICT."

-- Erik van de Loo, Director Executive Masters in Change, INSEAD Professor of Organisational Behaviour, INSEAD Business School

Table of Contents

About the Author. Preface. Chapter 1: The Sorry State of Affairs. Information makes the world go around. Methodologies, models and frameworks galore. The ICT Bermuda Triangle: Service Providers, Customers and Suppliers. Chapter 2: The Hallelujah Anglo Saxon Capitalist Model. Money, money, money… but we do it for the customer! Winners & Losers, Us & Them. Not humans, but human resources, stupid! Doing the right thing, right, the first time. Moral split. Chapter 3: The Fear Factor. Dancing to the tune of the Pied Piper. Professionals versus zombies. Moral burn out and ethical obsolescence. Chapter 4: The Way Forward. Imagine, a value-based economic business model. Psychological waste. What to do with all these frameworks and models. Responsibility and Accountability…oh dear. Chapter 5: Conclusion.

About the Author

For 20 years, Nadine Fruin has served as an international process and service manager, trainer, organizational change manager, auditor, and business developer. She has extensive international experience in multiple organizations, covering all types of private and public institutions on the service provider, supplier and customer side of business.

She has a master’s degree in organizational change management from the Vrije Universiteit of Amsterdam and after working numerous years for ICT companies she has now been an independent entrepreneur since 2011.

From April 2016 till July 2017 she has worked as a service management expert for Spaceopal GmbH, the Munich based service operator of the Galileo system during the tender phase as well as the preparation phase for fulfilling the role of Galileo Service Operator (GSOp) as specified in the contract with the GSA (European Global Navigation Satellite System Agency)

She is the creator of the Galileo Service Management Framework (GSMF) used to ensure the provision of the Galileo services to the worldwide community.

She is a master trainer Lean IT for ITpreneurs and has given numerous sessions in English and Spanish for professionals worldwide.

Between 2011 and 2015, she has been ITIL trainer at various EU institutions: European Commission, Parliament, Council in Brussels, Luxemburg, Strasburg, Helsinki and Cologne.

In 2011, she was the PMO lead of the Magnum program for the Chinese provider of Telecom solutions, Huawei. The Magnum program included the roll-out of the Huawei platform in Europe.

From 2004 to 2007, she worked as a consultant, trainer and business developer at Quint Wellington Redwood and was the initiator and business developer responsible for setting up the Quint office in Italy.

During this period, she fulfilled the same roles for Quint in Spain and worked as an advisor for Telefónica Cooperación (LATAM) and as a service management project manager for Movistar.

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Quality Control
BUSINESS & ECONOMICS / Purchasing & Buying
BUSINESS & ECONOMICS / Information Management
BUSINESS & ECONOMICS / Production & Operations Management
COMPUTERS / Information Technology