From Silos to Services
Defining Business Services That Actually Matter
A practical, no-nonsense playbook for IT and business leaders tired of justifying service costs with gut feel, defending budgets in technical jargon, or watching transformation initiatives stall because nobody can agree or even define what a ‘service’ actually is.
Written from 25+ years delivering ITSM in global enterprises – including all the hard lessons learned when things go wrong.
From someone who’s lived it
After decades delivering services from petrol pumps in the 70s to multi-billion-dollar mining operations. I’ve learned one truth, customers (internal or external) don’t care about your tools. They care about their outcomes.
This book isn’t AI-pumped clickbait. It’s the playbook I wish I’d had when I was the one sitting in front of the CFO trying to justify costs with gut feel, leading yet another ‘transformation’ that stalled because nobody could agree on what a service actually was, or fighting siloed data models that blocked every attempt at a unified view of the services we delivered.
100 % vendor-agnostic. Built on real-world experience and practical IT examples. Zero theory without practice.
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Chapter 1: “Why Silo Thinking Kills IT-Business Alignment” (the wake-up call most leaders need)
CSDM 5.0 Excel template – pre-filled for mining/energy use cases (save weeks of work)
Business Service Canvas – one-page tool to define any service in business language
Service-dominant logic checklist – 10 questions that expose hidden gaps
Cost & ownership mapping workbook – so you never get blindsided by the CFO again
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