Designing Delivery
Rethinking IT in the Digital Service Economy
Publisher: O'Reilly Media
Final Release Date: June 2015
Pages: 232

Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers.

To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers.

  • Take a unique customer-centered approach to the entire service delivery lifecycle
  • Apply this perspective across development, operations, QA, design, project management, and marketing
  • Implement a specific quality assurance methodology that unifies those disciplines
  • Use the methodology to achieve true resilience, not just stability
Table of Contents
Product Details
About the Author
Colophon
Recommended for You
Customer Reviews

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oreillyDesigning Delivery
 
4.0

(based on 4 reviews)

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(2 of 2 customers found this review helpful)

 
5.0

Key topics for customer-oriented delivery

By Richard

from Bellevue, WA

Verified Reviewer

Pros

  • Easy to understand
  • Helpful examples
  • Well-written

Cons

    Best Uses

      Comments about oreilly Designing Delivery:

      Sussna's "Designing Delivery" is an important call-to-action for organizations of all sizes. Instead of relying on hierarchical, efficiency-oriented I.T. departments inspired by the management philosophy of Frederic Taylor, companies now need I.T. to be adaptable, responsive partners with a focus on customer empathy. Sussna traces the journey from scientific management and top-down complicated systems, to more agile, complex systems that are "sloppy … yet highly resilient."

      Sussna introduces the readers to cybernetics and the impact of assuming that our unpredictable world requires continually processing (and responding to) feedback. He intermingles the concept of empathy and contends that projects and organizations struggle when they do not learn and evolve through conversations with customers. Sussna explains the concepts of Continuous Integration, DevOps and microservices to demonstrate a responsive way of thinking.

      He spends a significant portion of the book focusing on quality and the evolution of traditional QA and testing roles. Sussna sees quality as building the right thing, not just building something right. Modern QA thinking is focused on the customer and the job they are hiring the company to do. Instead of being a segregated group with an adversarial relationship with developers, QA must be a deeply embedded in all aspects of a modern service organization. They are advocates for customers and switch from "quality assurance" to "quality advocacy." Sussna explains that Promise Theory is a key part of the language of quality, and represents a more realistic framing of collaboration.

      Sussna continually hammers on the changing role of I.T. and explains the transition from designing for software to designing for service. He introduces a common design language that can be used across your organization, and his easy-to-read style takes complex topics and makes them understandable. Whether you're a CIO or tester, this book is an invaluable guide for modernizing your I.T. approach.

      (2 of 2 customers found this review helpful)

       
      5.0

      Nice balance of real-world stories to theory

      By Joe Dager

      from Fort Wayne, IN

      Comments about oreilly Designing Delivery:

      I was not sure what to expect from Designing Delivery as I browsed through the Table of Contents. Following @jeffsussna on Twitter for several years, I sort of expected a book more geared towards the IT world. I was pleasantly surprised that it embodied more of a Customer-Service-Centered approach that touched upon Jeff's interpretation of services as related to design. His breadth of knowledge of Cybernetics, Promise Theory, Service Design, SD-Logic, DevOps is extensive based on the simplicity of his explanations of each and ability to integrate between them. He also added a nice balance of real-world stories to theory making it a very informal read.

      An IT person would be influenced by Jeff's approach to delivery of services and people outside of IT would gain an understanding of the above mentioned subject matter and the relationship they have with IT or development in general.

      Michener's books always left me with a feeling to learn more about a subject. Though, I am not ready to compare him to Michener; Jeff left me with a similar feeling. I wanted to learn more about the subjects he wrote about. It is one of the best compliments; I can give an author.

      (2 of 2 customers found this review helpful)

       
      5.0

      Key book about the customer side of the IT revolution

      By Chris Little

      from MA, USA

      About Me Designer, Developer

      Verified Reviewer

      Pros

      • Easy to understand
      • Helpful examples
      • New Perspectives And Idea

      Cons

        Best Uses

          Comments about oreilly Designing Delivery:

          This book is blazingly important. Why?

          Two revolutions have occurred in technology today. One is in general IT and business technology and we discuss that as it continues to radically transform lives, destroy industries and businesses and generally make things interesting.

          The other revolution is customer expectations. Deming wrote, "the customer is a rapid learner." That is proving an understatement. It is hard to convey how radically the second revolution is changing the demand side of the business landscape. It is also non-trivial and it is easy for anyone to overlook the implications.

          This book explores those implications and is laid out in simple and compelling fashion.

          (3 of 9 customers found this review helpful)

           
          1.0

          Initial review

          By Derrick

          from London, UK

          Verified Buyer

          Pros

            Cons

              Best Uses

              • Novice
              • Student

              Comments about oreilly Designing Delivery:

              It seems to be nothing but a well ordered list of the new ways of working, no insight, nothing new in itself, just reporting from a few miles behind the cutting edge.

              The absence of diagrams to be is a huge failing as it is with pictures that ideas are conveyed best, but maybe that just says that it lacks ideas.

              Seemed to be well laid out and organised, when I bought it, but this is perhaps good production, not insightful writing.

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