LEADER 03449nam 2200661 450 001 9910463841003321 005 20200520144314.0 010 $a1-78017-226-5 010 $a1-78017-224-9 010 $a1-78017-225-7 035 $a(CKB)2670000000592723 035 $a(EBL)1825915 035 $a(SSID)ssj0001453184 035 $a(PQKBManifestationID)12560197 035 $a(PQKBTitleCode)TC0001453184 035 $a(PQKBWorkID)11490967 035 $a(PQKB)10151948 035 $a(MiAaPQ)EBC1825915 035 $a(CaSebORM)9781780172248 035 $a(Au-PeEL)EBL1825915 035 $a(CaPaEBR)ebr11022410 035 $a(CaONFJC)MIL719389 035 $a(OCoLC)905916527 035 $a(EXLCZ)992670000000592723 100 $a20150309h20152015 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aContinual service improvement manager $ecareers in IT service management /$fDavid Whapples 205 $a1st edition 210 1$aWiltshire, England :$cBCS,$d2015. 210 4$dİ2015 215 $a1 online resource (130 p.) 225 0 $aBCS Guides to IT Roles 300 $aDescription based upon print version of record. 311 $a1-322-88107-3 311 $a1-78017-227-3 320 $aIncludes bibliographical references and index. 327 $aFront 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 327 $aLEADING 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 Cover 330 $aThe role of a continual service improvement (CSI) manager is to align IT services to changing business needs and to identify areas for improvement. This practical book gives an introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks. 410 0$aBCS Guides to IT Roles 606 $aInformation technology$xManagement 606 $aSupport services (Management) 608 $aElectronic books. 615 0$aInformation technology$xManagement. 615 0$aSupport services (Management) 676 $a004.068 700 $aWhapples$b David$0887728 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910463841003321 996 $aContinual service improvement manager$91983009 997 $aUNINA