David Miller, Mark Woodman


The hitherto limited interpretation of service as deployed in IT value creation and solutions implementation is perhaps a reason why so few IT projects are seen to have successful business outcomes. There are strong indications that the commonly used measures of quality and performance have never been adequate for complex services such as IT. As cloud-based technology changes the business and IT landscape it is important to consider how IT services will evolve and can be managed to become more business-focused. A services-based model for IT is described which has been developed from evidence gathered from business and IT and ideas from other sectors. Validated in the field, it is designed around the high value touch-points between business and IT and uses needs-based and experience-based measures for business alignment and service excellence. It is the first time that services have been identified formally as being necessary for business and IT alignment. This is of critical importance to businesses using cloud-based solutions and consistent with the service science notion of the co-creation of value.


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Paper Citation

in Harvard Style

Miller D. and Woodman M. (2011). A BUSINESS-FOCUSED IT SERVICE MODEL FOR CLOUD . In Proceedings of the 1st International Conference on Cloud Computing and Services Science - Volume 1: CLOSER, ISBN 978-989-8425-52-2, pages 309-318. DOI: 10.5220/0003389203090318

in Bibtex Style

author={David Miller and Mark Woodman},
booktitle={Proceedings of the 1st International Conference on Cloud Computing and Services Science - Volume 1: CLOSER,},

in EndNote Style

JO - Proceedings of the 1st International Conference on Cloud Computing and Services Science - Volume 1: CLOSER,
SN - 978-989-8425-52-2
AU - Miller D.
AU - Woodman M.
PY - 2011
SP - 309
EP - 318
DO - 10.5220/0003389203090318