First edition published March 2008; layout by New Voices Publishing; Printing by ABC Pressl, Cape Town.

About the Book:
It is generally accepted that every organisation has a business purpose and requires a well thought through strategy and adaptable tactics to make the purpose become realised. e.g. Sales, Marketing, HR, and ICT require subscribing towards the overall business purpose and strategy to become an effective tactical force. In many instances ICT over the years lost its tactical link with the rest of the business.
    
Facing the challenges of aligning with the business requirements, ICT became an organisation on itself, operating in a bubble, blown up with support of the wisdom of technology vendors and strategy consulting practices. An added challenge for ICT was and is the unfortunate decline of internal available expertise and experience.

Under the pressure of compliancy requirements and showing business benefits ICT started to implement processes and controls, conform best and proven practices. But although following what had to be done, it did not see the value that was expected when buying into these standard, practice and governance bodies. But that is weird. In essence all these bodies base their proposition on ICT value towards the business! In fact, most of these bodies formalised practices that were inherent to the business already! Apparently somewhere within the process of translating what the bodies advised into implemented practice, the business perspective gets lost… as did the measurable value of ICT.

Governed Service Management™, GSM, is putting that perspective back into the charts, e.g. from strategic intent to operational execution, from long term governance expectations to the medium and short term performance of ICT Services. Governed Service Management™, GSM, proves the connection where we see most consulting firms decide to focus on one perspective.

About the Authors:

Jan van Ommen

Jan van Ommen started his career within the logistics, managing projects (EDI, MRP/ERP and Supply Chain Management) for global enterprises like Mitsubishi Caterpillar Forklifts Europe and Giant Bicycles Taiwan. Throughout his career he and his family traveled the world and lived in Europe, AsiaPacific and currently resides South Africa.

Since 11 years (1996) he is international active as a management consultant on Service Management and IT Governance, responsible for major governed service management projects at various global and South African companies. He has a positive track record through his previous employers and has won several awards for his contribution, leadership and his drive to delivery. Previous employers are Hewlett Packard (Europe & Asia), Quint Wellington Redwood (Europe & Asia), Bentley West Management Consultants (South Africa) and he fulfilled the role of Executive Director for ATS, a black empowered strategic consulting firm.

He has gained most of his consulting experience in strategic governed service management projects and company wide training on ITIL (IT Infrastructure Library) and CobiT. His broad business experience in finance, training, marketing, product development, consulting and sales has allowed him to successfully advise clients in the telecommunication and oil industries and as well as government, industrial industries and other consulting houses, on various governance and service management opportunities. Jan van Ommen was also part of the SITA team that build the “MSP in the box” for the South African municipalities as the subject expert on governance and service delivery.

He is part of the international sub committee 7 (SC7) workgroup 25 (WG25) & workgroup 1 (WG1) under the auspice of StanSA(SABS) with the task of reviewing and renewing the ISO20000-X standards, ISO FDIS29382. This including the comparisons and connections to other ISO standards (e.g. ISO9000, ISO27001) and best practices (e.g. ITIL, CobiT, CMMI)

Pieter Neethling

Pieter Neethling started his career within the ICT support environment of large industrial company progressing quickly to manage various connectivity and office system integration projects. He was actively involved in representing the group internationally on various technology studies/training as well as establishing Group standards and guidelines. He fulfilled the primary demand management (incl. services management) role between technology vendors and business managing vendor relationships, delivery and technology translation to business. While obtaining practical hands-on experience in the assessing the introduction of various technologies and valuable business experience through the development of several business cases.

Since 9 years (1998) he is active as a management consultant on advising clients on evaluating the introduction of ICT into organisations and responsible for major governed service management projects at various global and South African companies. He consulted to companies in the IT, Financial, Manufacturing, Utility, Government and Health Care Industries in the areas of Information management, ICT Strategy, IT Governance, Service management, e-Business strategy and architectures, process analysis, business case development and engagement delivery. Some Previous employers are Affirmative Technology Services, Bentley West Management Consultants, Mittal Steel and Kumba Resources.

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