03416nam 2200649 450 991078805500332120230807204809.01-78017-226-51-78017-224-91-78017-225-7(CKB)2670000000592723(EBL)1825915(SSID)ssj0001453184(PQKBManifestationID)12560197(PQKBTitleCode)TC0001453184(PQKBWorkID)11490967(PQKB)10151948(MiAaPQ)EBC1825915(CaSebORM)9781780172248(Au-PeEL)EBL1825915(CaPaEBR)ebr11022410(CaONFJC)MIL719389(OCoLC)905916527(EXLCZ)99267000000059272320150309h20152015 uy 0engur|n|---|||||txtccrContinual service improvement manager careers in IT service management /David Whapples1st editionWiltshire, England :BCS,2015.©20151 online resource (130 p.)BCS Guides to IT RolesDescription based upon print version of record.1-322-88107-3 1-78017-227-3 Includes bibliographical references and index.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; STANDARDSLEADING 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 MANAGER IN PLANNING A MAJOR PROCESS CHANGE; PLANNING AND ORGANISATION; APPENDIX: SERVICE MANAGEMENT FRAMEWORK TEMPLATE; REFERENCE; INDEX; Back CoverThe 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.BCS Guides to IT RolesInformation technologyManagementSupport services (Management)Information technologyManagement.Support services (Management)004.068Whapples David1527885MiAaPQMiAaPQMiAaPQBOOK9910788055003321Continual service improvement manager3771176UNINA