1st Edition

The ICT Malaise A Diagnosis and Cure for the Dysfunctional Information and Communication Technologies Service-Delivery Workflow

By Nadine Fruin Copyright 2019
    224 Pages 14 Color Illustrations
    by Productivity Press

    224 Pages 14 Color Illustrations
    by Productivity Press

    "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

    "The ICT Malaise is a different and thorough point of view on the dysfunctional approach the world has taken to information and technology. In an era of exponential changes where humans are rendered obsolete at the same pace of technology, it is fundamental to go back to basics on why we lead and innovate in the first place."

    Silvio Rugolo, VP, Global Sales, BMC Software, Digital Service Operations

    We hurtle ahead with technology, apps, and the newest innovation in a world that already demands a constant online presence and availability. You are included if you quickly adapt the newest technology and excluded if you wait too long.

    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 do not apply the same drive to safeguarding quality.

    This book leads the reader along a path of critical thinking, reflecting, and contemplating while offering alternative ways for service providers, customers, and suppliers to interact with each other. In addition, it encourages them to conduct their business in such a way that customers, service providers, and suppliers achieve satisfaction. The author implies a different mindset, a new way of interacting and a surprising approach to the many frameworks, models, and methodologies being introduced ceaselessly.

    While reading this book, IT professionals receive practical guidelines for using these newfound methodologies and models to help build and maintain healthy business relations while ensuring quality delivery of products and services. Readers will be surprised by how much more satisfying and less stressful their work environment becomes!

    Contents

    Preface ....................................................................................................xi

    Acknowledgments ..............................................................................xvii

    Author ..................................................................................................xix

    Endorsement ........................................................................................xxi

    Chapter 1 The Sorry State of Affairs .................................................. 3

    Information Makes the World Go around ................................3

    Methodologies, Models and Frameworks Galore ..................33

    The ICT Bermuda Triangle: Service Providers,

    Customers and Suppliers ...........................................................45

    Chapter 2 The Hallelujah Anglo Saxon Capitalist Model .............. 61

    Money, Money, Money … but We Do It for the Customer! ......61

    Winners & Losers, Us & Them ................................................ 80

    Not Humans, but Human Resources, Stupid! ........................89

    Doing the Right Thing, Right, the First Time ....................... 99

    Moral Split .................................................................................104

    Chapter 3 The Fear Factor .............................................................. 115

    Dancing to the Tune of the Pied Piper ..................................115

    Professionals versus Zombies ..................................................125

    Moral Burnout and Ethical Obsolescence ............................132

    Chapter 4 The Way Forward ........................................................... 145

    Imagine, a Value-Based Economic Business Model ............145

    Psychological Waste .................................................................164

    What to Do with all These Frameworks and Models ..........170

    Responsibility and Accountability … Oh Dear ....................180

    Chapter 5 Conclusion ...................................................................... 187

    Bibliography......................................................................................... 191

    Index..................................................................................................... 197

    Biography

    Nadine Fruin is an independent ICT consultant and trainer and works

    internationally as owner of Fruin Consultancy & Training, based in

    the Netherlands. She holds a Master degree in Organizational Change

    Management from the Vrije Universiteit of Amsterdam. She was Master

    Trainer Lean IT for ITpreneurs in 2016 and 2017, giving numerous sessions

    on behalf of the Lean IT Association in English and Spanish for professionals

    worldwide.

    She is the creator of the Galileo Service Management Framework, developed

    in 2016–2017 for Spaceopal GmbH, which successfully secured the

    bid to be the Galileo Service Operator with the European GNSS Agency

    as customer. She is a consultant and trainer for Shipley Associates, a company

    with international presence which helps and enables companies

    worldwide with the preparation of complex bids with training, coaching

    or taking over parts of the tender preparation.

    Over the past 20 years she has fulfilled a variety of roles such as process

    and service manager, trainer, coach, organizational change manager

    and business developer in multiple organizations worldwide, covering all

    types of private and public institutions on the service provider, supplier

    and customer side of business.

    "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 

    "The ICT Malaise is a different and thorough point of view on the disfunctional approach the world has taken to information and technology. In a era of exponential changes where humans are rendered obsolete at the same pace of technology, it is fundamental to go back to basics on why we lead and innovate in the first place."

    -- Silvio Rugolo, VP, global sales, Digital Service Operations, Bmc software