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Record Nr. |
UNINA9910827674303321 |
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Autore |
Whapples David |
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Titolo |
Continual service improvement manager : careers in IT service management / / David Whapples |
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Pubbl/distr/stampa |
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Wiltshire, England : , : BCS, , 2015 |
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©2015 |
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ISBN |
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1-78017-226-5 |
1-78017-224-9 |
1-78017-225-7 |
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Edizione |
[1st edition] |
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Descrizione fisica |
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1 online resource (130 p.) |
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Collana |
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Disciplina |
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Soggetti |
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Information technology - Management |
Support services (Management) |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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Front Cover; Copyright; CONTENTS; LIST OF FIGURES AND TABLES; AUTHOR; ABBREVIATIONS; PREFACE; 1 INTRODUCTION; WHY CHANGE?; SERVICE IMPROVEMENT; THE ROLE; KEY FACTORS; SUMMARY; 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; 3 THE ROLE; PURPOSE AND OBJECTIVES OF THE ROLE; SCOPE; OWNERSHIP; STRATEGY; SKILLS; RESPONSIBILITIES; INTERFACES AND DEPENDENCIES; 4 TOOLS, METHODS AND TECHNIQUES; STANDARDS |
LEADING PRACTICE FRAMEWORKS, PROCEDURES AND PROCESSESTOOLS; TOOLING OPTIONS; TECHNIQUES; SERVICE MEASUREMENT; METRICS AND MEASUREMENT; CRITICAL SUCCESS FACTORS AND KEY PERFORMANCE INDICATORS; 5 CAREER PROGRESSION AND RELATED ROLES; CAREER PROGRESSION; RELATED ROLES; 6 CASE STUDY; MONTHLY REPORTING; SERVICE IMPROVEMENT FORUM; PROCESS WORKSHOPS; WORKING WITH SERVICE MANAGERS; PREPARATION FOR AN EXTERNAL AUDIT; SUPPORTING THE INCIDENT |
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MANAGER IN PLANNING A MAJOR PROCESS CHANGE; PLANNING AND ORGANISATION; APPENDIX: SERVICE MANAGEMENT FRAMEWORK TEMPLATE; REFERENCE; INDEX; Back Cover |
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Sommario/riassunto |
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The role of a continual service improvement (CSI) manager is to align IT services to changing business needs and to identify areas for improvement. This practical book gives an introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks. |
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