FURTHER RESEARCH

Further research

AXELOS publications

AXELOS (2020) ITIL ^® 4: Create, Deliver and Support. TSO, London.

AXELOS (2020) ITIL ^® 4: Direct, Plan and Improve. TSO, London.

AXELOS (2020) ITIL ^® 4: High-velocity IT. TSO, London.

AXELOS (2019) ITIL^® Foundation: ITIL 4 Edition. TSO, London.

AXELOS (2018) A Guide to AgileSHIFT ^®. TSO, London.

AXELOS (2017) Managing Successful Projects with PRINCE2^®. TSO, London.

AXELOS (2016) ITIL^® Practitioner Guidance. TSO, London.

AXELOS (2015) PRINCE2 Agile^®. TSO, London.

AXELOS (2015) RESILIA^®: Cyber Resilience Best Practice. TSO, London.

Cabinet Office (2011) Managing Successful Programmes. TSO, London.

Office of Government Commerce (2010) Management of Risk: Guidance for Practitioners. TSO, London.

Office of Government Commerce (2010) Management of Value. TSO, London.

End notes

1. In the ‘jobs to be done’ framework, this progress is the ‘job’ a person is trying to do. Understanding the ‘job’ for which service consumers hire a product or service helps the service provider to develop products and services that align more accurately with what service consumers are trying to accomplish (Christensen et al., 2016).

2. The BRM Body of Knowledge describes the concept of value leakage in more depth (BRM Institute, 2014).

3. Theodore Kinni, in his book Be Our Guest: Perfecting the Art of Customer Service (Disney Institute, 2011), has developed a model that companies can use to create a shared understanding of how quality service can be achieved.

4. The ‘father of visual basic’, Alan Cooper, introduced personas in his book, The Inmates Are Running the Asylum (Cooper, 1999).

5. Source: http://thisisservicedesignthinking.com/ [accessed 07 September 2019]. The Customer Journey Canvas is shared under Creative Commons Attribution Licence and is described further in Schneider and Stickdorn (2012).

6. Also, the BRM Body of Knowledge describes a value management process with value ideation, value planning, business case, and value capturing that is applicable for defining and planning value (BRM Institute, 2014).

7. In their book Value Proposition Design: How to Create Products and Services Customers Want, Alexander Oesterwalder et. al. offer a method for developing value propositions based on a Value Proposition Canvas (Oesterwalder et al., 2014).

8. Another method for building business cases is described in the ‘develop business case’ stage as part of the value management process in the BRMP Guide (BRM Institute, 2014, 5.4.3).

9. Sometimes the mapping also includes themes. However, themes are used in different ways: some use themes as an umbrella for more epics; some use them as a synonym for features; others use them as a way to indicate that a set of different features and stories have something in common.

10. Source: https://agilemanifesto.org/ [accessed 13 January 2020].

11. Another method for value planning is the one described in the ‘value creation planning’ stage as part of the value management process in the BRMP Guide (BRM Institute, 2014, 5.4.2).

Other publications

Argyris, C. (1991) Teaching smart people how to learn. Harvard Business Review 69 (3): 99–109. May 1991.

Ariely, D. (2008) Predictably Irrational: The Hidden Forces that Shape Our Decisions. HarperCollins, New York.

Bhattacharjee, D., Gilson, K. and Yeon, H. (2016) Putting behavioural psychology to work to improve the customer experience. In Customer Experience: Creating Value Through Transforming Customer Journeys pp. 38–45. Available at www.mckinsey.com/business-functions/marketing-and-sales/our-insights/customer-experience-creating-value-through-transforming-customer-journeys [accessed 13 January 2020).

Bordoloi, S. Fitzsimmons, J.A. and Fitzsimmons, M.J. (2018) Service Management: Operations, Strategy, Information Technology (9th edition). McGraw-Hill, New York.

BRM Institute (2014) Business Relationship Management: BRM Professional. The BRMP^® Guide to the BRM Body of Knowledge. BRM Institute, Atlanta, GA.

Brundtland, G.H. (1987) Our Common Future. World Commission on Environment and Development (WCED), United Nations.

Burgess, M. (2004) An approach to understanding based on autonomy and voluntary cooperation. Lecture Notes in Computer Science, Springer. https://link.springer.com/chapter/10.1007%2F11568285_9 [accessed 13 January 2020].

Buttle, F. (2009) Customer Relationship Management. Elsevier Publishing, Burlington, MA.

Carlzon, J. (2001) Moments of Truth. New Strategies for Today’s Customer-driven Economy. Harper & Row, New York.

Christensen, C.M., Hall, T., Dillon, K. and Duncan, D.S. (2016) Know your customers’ ‘jobs to be done’. Harvard Business Review 94(9): 14.

Cooper, A. (1999) The Inmates Are Running the Asylum. Why High Tech Products Drive Us Crazy and How to Restore the Sanity. Macmillan, Indianapolis, IN.

Covey, S.R. (1989) The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change. Free Press, New York.

Elkington, J. (1994) Towards the sustainable corporation: win-win-win business strategies for sustainable development. California Management Review, 36(2): 90–100.

Fisher, R. (2001) Building customer relationships in a networked economy. Ivey Business Journal https://iveybusinessjournal.com/publication/building-customer-relationships-in-a-networked-economy/ [accessed 13 January 2020].

Forsgren, N., Humble, J. and Kim, G. (2018) Accelerate: The Science of Lean Software and DevOps. Building and Scaling High Performing Technology Organizations. IT Revolution Press, Portland, OR.

Gianotten, M. (2017) Digital Empathy: When Tech Meets Touch. Giarte, Amsterdam.

Hacker, S.K., Israel, J.T. and Couturier, L. (1999) Building trust in key customer–supplier relationships. https://www.researchgate.net/publication/242763665_building_trust_in_key_customer_-_supplier_relationships [accessed 13 January 2020].

Heskett, J.L., Jones, T.O., Loveman, G.W., Earl Sasser, W. and Schlesinger, L.A. (1994) Putting the service-profit chain to work. Harvard Business Review, 72(2): 164–174. March/April 1994.

Kahneman, D. (2011) Thinking, Fast and Slow. Farrar, Straus and Giroux, New York.

Luft, J. (1969) Of Human Interaction. McGraw-Hill Inc.

Luft, J. and Ingham, H. (1955) The Johari window: a graphic model of interpersonal awareness. Proceedings of the Western Training Laboratory in Group Development. University of California, Los Angeles.

McDonald, M., Smith, B.D. and Ward, K. (2013) Marketing and Finance: Creating Shareholder Value. John Wiley & Sons, Chichester.

Meyer, E. (2014) Navigating the cultural minefield. Harvard Business Review 92(5): 119–123.

Moritz, S. (2005) Service Design: Practical Access to an Evolving Field. https://issuu.com/st_moritz/docs/pa2servicedesign/4 [accessed 13 January 2020].

Oesterwalder, A., Pigneur, Y., Bernarda, G. and Smith, A. (2014) Value Proposition Design: How to Create Products and Services Customers Want. John Wiley & Sons, Hoboken, NJ.

Peltier, J.W. and Schribrowsky, J.A. (1997) The use of need-based segmentation for developing segment-specific direct marketing strategies. Journal of Direct Marketing 11(4): 53–62.

Reinertsen, D.G. (2009) The Principles of Product Development Flow: Second Generation Lean Product Development. Celeritas Publishing, Redondo Beach, CA.

Ries, E. (2011) The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses. Crown Business, New York.

Robertson, S. and Robertson, J. (2012) Mastering the Requirements Process: Getting Requirements Right. Addison Wesley, Upper Saddle River, NJ.

Saylor Academy (2012) Focusing on Organizational Change. https://saylordotorg.github.io/text_focusing-on-organizational-change/index.html [accessed 13 January 2020].

Schneider, J. and Stickdorn, M. (2012) This is Service Design Thinking: Basics, Tools, Cases. BIS Publishers, Amsterdam.

Sinek, S. (2009) Start With Why: How Great Leaders Inspire Everyone To Take Action. Penguin, London.

Snowden, D.J. and Boone, M.E. (2007) A leader’s framework for decision making. Harvard Business Review 85(11), 69–76.

Websites

AXELOS Management of Portfolios https://www.axelos.com/best-practice-solutions/mop [accessed 28 January 2020].

BRM Body of Knowledge https://brm.institute/online-campus/#BodyofKnowledge [accessed 28 January 2020].

Complexity and sense-making https://cognitive-edge.com/ [accessed 28 January 2020].

Customer journey mapping https://www.atlassian.com/team-playbook/plays/customer-journey-mapping [accessed 28 January 2020].

Design thinking and wicked problems

https://www.innovation.cc/scholarly-style/2009_14_1_1_beinecke_wicked-problems.pdf [accessed 28 January 2020]

https://hbr.org/2018/09/why-design-thinking-works [accessed 28 January 2020].

Minimum viable product and other Lean Startup concepts http://theleanstartup.com/book [accessed 28 January 2020].

My AXELOS for practices and supplementary content https://www.axelos.com/my-axelos [accessed 28 January 2020].

Promise theory https://www.amazon.com/Promise-Theory-Principles-Applications-Volume/dp/1495437779/ [accessed 28 January 2020].

Service blueprint https://hbr.org/1984/01/designing-services-that-deliver [accessed 28 January 2020].

Service integration and management https://www.scopism.com/free-downloads/ [accessed 28 January 2020].

Taking service forward https://itchronicles.com/opinion/service-aint-over-until-the-fat-lady-sings/ [accessed 28 January 2020].