Applying a Service Mindset When Thinking and Communicating about Systems and Projects

Abstract

Despite the best of intentions, many IT groups have difficulty engaging and communicating with business professionals, managers, and executives they hope to serve. A shift toward applying a deeper service mindset when thinking and communicating about systems and projects might lead to greater success in addressing business issues directly and attaining more effective engagement. This paper explains four principles underlying a service mindset for thinking and communicating about systems and projects. These principles lead directly to three frameworks for thinking and communicating about IT-reliant systems. In turn, the frameworks lead to straightforward tools that support business-oriented description and analysis of IT-reliant systems in organizations.