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Sussna - Designing Delivery

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Sussna Designing Delivery
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Designing Delivery: summary, description and annotation

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Now that were 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. Youll 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.

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Praise for Designing Delivery

"Designing Delivery is an excellent resource on the relationship between design, cybernetics, and IT. Sussna lucidly breaks down dualisms that hold back design and development, and argues for a holistic view of value creation. I would recommend this book especially for those involved in service design who seek a deeper understanding of IT systems, and for IT professionals seeking to better understand how their work extends to the outer branches of service ecosystems.

Thomas Wendt, Author of Design for Dasein: Understanding the Design of Experiences

Jeff Sussna's book is an excellent guide to the deep context within which digital systems are developed and used. Just as Pirsig asked us to evaluate Quality in Zen and the Art of Motorcycle Maintenance, so Jeff does for the 21st century. I am sure it will be a classic, too.

Justin Arbuckle, VP EMEA and Chief Enterprise Architect at Chef

"Designing Delivery is a unique portrayal of the Zeitgeist of DevOps in Information Technology for practitioners. Redefining service design as an on-going dialogue, rather than a race to the finish,it elegantly weaves a cultural narrative, strongly rooted in the systemic ideas of cybernetics and promise theory, but always infused with the deep commitment to humanism that Jeff is well known for.

Mark Burgess, Author of In Search of Certainty

Many public and private organizations who understand the shift towards a digital, customer-centric future struggle to come up with profitable services that customers love. In this book, Jeff Sussna shows how to turn two emerging disciplinesService Design and DevOpsinto an unbeatable duo that understands what customers want, designs services they will adopt, builds them iteratively to learn faster and lower risk, continuously improves them so customers stay happy while your costs go down, and lets you respond to competitive threats without internal delays.

Jeffs book is ahead of its time, is well-researched, and provides a systematic, buzzword-free and practical way for your organization to build the services your customers want.

Fredrik Matheson, Head of User Experience Design at Bekk Consulting

There is a path to success in modern computing that requires understanding complexity, adapting quickly to new situations and wowing your market. Through his expert insights on design thinking, Jeff Sussna takes us on a journey down that path, and shows us the many attractions along the way.

James Urquhart, Director of Product for Cloud Management at Dell, and noted cloud blogger (CNET, GigaOm)

Sussna shows us how design thinking, agility and collaboration combine to develop software as a service that people want to use, rather than technology that they wont.

Dr. Graham Hill, Partner at Optima Partners, Service Systems Expert

In Designing Delivery, Jeff Sussna positions an often misunderstood concept of empathy within the rigorous framework of systems thinking, cybernetics, and promise theory. In doing so, he presents a compelling argument on why empathy is the starting point as well as the result of the entire process [of IT]. If youre looking to find out whatperspective shifts can help you run a successful IT business in theincreasingly complex climate of our post-industrial society, this book is designed to deliver.

Seung Chan Lim (Slim), Principal Meta-Designer and Researcher at Forks & Bridges, Author of Realizing Empathy: An Inquiry Into the Meaning of Making

Designing Delivery

by Jeff Sussna

Copyright 2015 Jeff Sussna. All rights reserved.

Printed in the United States of America.


Published by OReilly Media, Inc. , 1005 Gravenstein Highway North, Sebastopol, CA 95472.

OReilly books may be purchased for educational, business, or sales promotional use. Online editions are also available for most titles (http://safaribooksonline.com). For more information, contact our corporate/institutional sales department: 800-998-9938 or corporate@oreilly.com .

  • Editors: Courtney Nash and Brian Anderson
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  • Illustrator: Rebecca Demarest
  • June 2015: First Edition
Revision History for the First Edition
  • 2015-06-25: First Release

See http://oreilly.com/catalog/errata.csp?isbn=9781491949887 for release details.

The OReilly logo is a registered trademark of OReilly Media, Inc. Designing Delivery, the cover image, and related trade dress are trademarks of OReilly Media, Inc.


While the publisher and the author have used good faith efforts to ensure that the information and instructions contained in this work are accurate, the publisher and the author disclaim all responsibility for errors or omissions, including without limitation responsibility for damages resulting from the use of or reliance on this work. Use of the information and instructions contained in this work is at your own risk. If any code samples or other technology this work contains or describes is subject to open source licenses or the intellectual property rights of others, it is your responsibility to ensure that your use thereof complies with such licenses and/or rights.

978-1-491-94988-7

[LSI]

Foreword

In the late 1990s, I had the honor of working at Forte Software, a company that produced a development and operations platform for what at the time passed for large scale distributed systems. The brainchild of Paul Butterwortha man I believe gets less credit than he deserves in the annuls of distributed systems historyForte allowed developers to develop applications in a scalable software services model, and then easily deploy the resulting user interfaces and services.

Auto-scaling was built into the platform, though you had to architect smartly to use it well. Redundancy and failure recovery were also selectable by checking a box and entering the number of instances you wanted of any given service. To this day, I have yet to see another developer environment that provides the experience Forte offered for distributed systemsmodern Platform-as-a-Service offerings included.

This was my first experience with an environment that bridged development and operations functions, andthough I didnt recognize it at the timeit created a different dynamic in the teams that built and deployed applications. I remember frequent conversations between the operations, quality assurance, and development teams; three or four people sitting at a computer discussing the best way to organize, test, scale, and replicate services to maximize availability and performance while minimizing costboth financially and psychologically.

These days, multidisciplinary approaches to software are a best practicenecessary, even, in enabling the extremes of scale weve reached in digital era. Weve even created a term to discuss these concepts: DevOps. The work functions of analysis and design, development, quality assurance, and operations are no longer a linear flow from one to the other, but a set of activities that must all be executed in the face of constant change.

Multidisciplinary software practices, to me, are at the heart of what makes the modern information technology possible: the retraining of technologists to understand and empathize with not only the end user, but also the other technologists that must work on or with the system; the breakdown and rebuilding of organizations to reflect the complex systems nature of the software they are creating; the creation of entire industry ecosystems around services, monitoring, tools, and practices that reflect complexity and constant motion.

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