Title Continual Service Improvement Manager
Subtitle Careers in IT service management
Author David Whapples
ISBN 9781780172248
List price Rs 695.00
Price outside India Available on Request
Original price
Binding Paperback
No of pages 128
Book size 140 x 216 mm
Publishing year 2016
Original publisher BCS, The Chartered Institute for IT
Published in India by BCS, The Chartered Institute for IT
Exclusive distributors Viva Books Private Limited
Sales territory India, Sri Lanka, Bangladesh, Pakistan, Nepal, .
Status In Stock
About the book
  
 
Review:

‘Continual service improvement is one of those topics that gets talked about but is rarely fully realised. In this publication David provides excellent practical advice on how to make it happen, with specific guidance on who needs to do what. Essential reading for anyone working in IT or IT service management.’
Kevin Holland, FBCS ITIL Master, service management author and consultant

Description:

In order to remain competitive in today’s fast-paced business environment, organisations need to ensure that their IT systems are supporting business needs. The role of the continual service improvement (CSI) manager is to align IT services to evolving business needs by identifying and implementing improvements that support business processes and drive quality service management.
This highly accessible book gives an excellent introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.
  • Practical introduction to a role that is vital for meeting changing business needs
  • Skills-based rather than process-driven approach
  • Essential reading for anyone wanting to advance thier IT career

Contents:


List of figures and tables • Author • Abbreviations • Preface

Chapter 1. INTRODUCTION
Why change? • Service improvement • The role • Key factors • Summary

Chapter 2. OVERVIEW OF THE FIELD
Introduction to continual service improvement • Promotion of continual service improvement • Coordination of improvement activity • Recording of improvement activity • Provision of advice and guidance • Measurement • Reporting

Chapter 3. THE ROLE
Purpose and objectives of the role • Scope • Ownership • Strategy • Skills • Responsibilities • Interfaces and dependencies

Chapter 4. TOOLS, METHODS AND TECHNIQUES
Standards • Leading practice frameworks, procedures and processes • Tools • Tooling Options • Techniques • Service measurement • Metrics and measurement • Critical success factors and key performance indicators

Chapter 5. CAREER PROGRESSION AND RELATED ROLES
Career progression • Related roles

Chapter 6. CASE STUDY
Monthly reporting • Service improvement forum • Process workshops • Working with service managers • Preparation for an external audit • Supporting the incident manager in planning a major process change • Planning and organisation

APPENDIX: SERVICE MANAGEMENT FRAMEWORK TEMPLATE

Reference • Index

About the Author:

With over 20 years of service management experience, David has been involved in continual service improvement first hand both as a consultant and in permanent roles. From process design, process enhancements, toolset implementations, setting up improvement frameworks, to full blown improvement projects, David has assisted organisations in achieving business benefit from improving IT services.

Target Audience:

Students and academicians of IT Management.
 
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