Summary: The model is well explained and the recommendations are actionable

Rob’s “Plus! The Standard+Case Approach” book is another way of looking at how we can better manage and deliver IT services to the organization. In general, I like the concepts and the principles presented in the book. Specifically,

1. Rob did an admirable job explaining his Standard+Case model in detail: how the model works, when the model is appropriate to deploy, why we should care, etc.
2. As someone with IT operations background, I believe Rob’s advice and recommendations are actionable. Theories and high-level frameworks are good to know, but the rubber will eventually need to meet the road. I am convinced that Rob’s approach can work for many IT organizations.
3. If you have had exposure to Rob’s work via his blog, speaking sessions, or his books, you know Rob likes to call things as he sees them. This book is no exception.

While I do not have anything negative to say about the book, I would like to bring up one observation. People reading this book should be aware that the “Standard+Case” model is not presenting anything new or revolutionary when compared to ITIL. Rather, it is another way of looking at how we can do things. If you already have implemented ITSM leveraging ITIL with satisfactory results, I am not sure Rob’s model is going to bring you an even more spectacular result.

That said; I would encourage strongly giving Rob’s model a try if you are struggling to get organized in the service response area. Respectable frameworks such as ITIL and PMBOK call out what the minimum, basic professional standards ought to look like. When properly implemented with discipline and care, I believe Rob’s model can help an organization achieve that basic, professional level and be more effective at what they do.

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