All organisations are becoming service organisations.

But most don’t start out knowing how to successfully operate people and technology powered services as a whole. They’re operate as teams in silos, not services. And the human, operational and financial impacts are abundantly clear. In the digital era the stakes are even higher, given how rapidly conditions change. Yet default working practices haven't changed. Rather than modernise just one service at a time, it's how our organisations work that needs to be transformed — anything less is futile.

Learn how to create the conditions needed for successful services.

The Service Organization is the result of years of research and consulting, as well as dozens of interviews with executives. It turns recognisable challenges into solvable puzzles by providing practical advice and tools that reposition what the organisation does from the perspective of its customers, using this to evolve what happens on the inside: people, technology, data, governance, leadership, reporting.

This book is for everyone involved in services. From operations to policy, from designers to technologists, from leaders to non executive directors. It includes surprisingly simple and doable steps that don’t depend on seniority or pay band and that are typically overlooked by even the most progressive professions, teams and companies.