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Denver, CO – March 4, 2019 – Bestselling author and IT government contractor Bob Roark, has written the book, Collaborating for Success: The Future of IT Service and Support Culture. This title aims to provide the reader with strategies to build a collaborative IT culture for delivering IT products and services to customers Better AND Faster AND Cheaper.

The book was published by Best Practice Press and was released on February 28, 2019.

Best Practice Press describes the book:

Customers are demanding more from IT than ever before. Better, faster or cheaper – pick any two, is no longer good enough. Collaborating for Success is a no-nonsense approach for IT executives, directors, managers, and staff, in both the operations and development sides of IT, who want to mature, gain a competitive edge, and take their IT service and support culture to the next level.

In this straightforward how-to guide… Bob Roark serves up 7 chapters helping you to:

  • Understand IT’s current challenges and what you can do about them
  • Effectively elicit your customer’s expectations to improve their experience and satisfaction
  • Develop a customer experience (CX) program that WOWs your customers  
  • Advance collaboration between your IT groups to achieve more accurate results, faster delivery, and reduced costs
  • Adopt and adapt an Integrated IT Service Management strategy that ensures your customers are kept as productive as possible and in the fastest possible way

By the end of Collaborating for Success, you’ll understand how IT got to where it is today, why it’s critical that IT adopts a customer-centric, Integrated Service Management model, and how to build a collaborative culture inside and across your IT organization that delivers IT products and services to your customers Better AND Faster AND Cheaper.



About Bob Roark:

Bob is a results-driven service management and leadership executive with an unwavering focus on delivering world-class customer and employee experience for internal and external customers. With a broad range of technical and business experience across multiple industries, his positive approach of empowering, coaching and developing colleagues, drives business value for all stakeholders through a culture of collaboration and customer-centricity. 

Bob is an MBA graduate of Western Governors University, recipient of a CX Impact Award for Outstanding Professionals from the Customer Experience Professionals Association (CXPA), AXELOS Ambassador, bestselling author, speaker, trainer, and recognized as one of America’s PremierExperts™. Bob holds numerous industry-leading certifications including ITIL® v3 Expert, Certified Customer Experience Professional (CCXP), Project Management Professional (PMP®), HDI Support Center Director (SCD), Business Relationship Management Professional (BRMP®), Integrated Service Management Essentials, DevOps Essentials, LeanIT Foundation, Change Management Foundation, Microsoft Certified Systems Engineer (MSCE), and ISACA – Certified Information Systems Auditor (CISA®).

You can connect with Bob at:

[email protected]




About Best Practice Press: 

Best Practice Press is a leading, independent provider publisher of IT service management (ITSM) and best practice books and tools.

Learn more at https://itsmshop.co.uk 

Jamie Titchener
Chief Executive Officer
Best Practice Press
T: +44 (0) 3333 445 286
E: [email protected] 
W: www.itsmshop.co.uk