LEADER 03416nam 2200649 450 001 9910788055003321 005 20230807204809.0 010 $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$d©2015 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 $aSupport services (Management) 615 0$aInformation technology$xManagement. 615 0$aSupport services (Management) 676 $a004.068 700 $aWhapples$b David$01527885 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910788055003321 996 $aContinual service improvement manager$93771176 997 $aUNINA LEADER 03221aam 2200673 n 450 001 9910495908203321 005 20250709200535.0 010 $a9782858925940 010 $a2858925941 024 7 $a10.4000/books.msha.18988 035 $a(CKB)4330000000407893 035 $a(FrMaCLE)OB-msha-18988 035 $a(PPN)198675267 035 $a(FR-PaCSA)88829431 035 $a(FRCYB88829431)88829431 035 $a(EXLCZ)994330000000407893 100 $a20191114j|||||||| ||| 0 101 0 $afre 135 $auu||||||m|||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 13$aLe Sud-Ouest ,la France et l?Europe à la fin de l?Empire napoléonien /$fLaurent Coste 210 $aPessac $cMaison des Sciences de l?Homme d?Aquitaine$d2019 215 $a1 online resource (282 p.) 311 08$a9782858924493 311 08$a285892449X 330 $aLe 12 mars 1814, le maire de Bordeaux, Jean-Baptiste Lynch, arborant la cocarde blanche, accueillait les Anglais en libérateurs. Il montrait ainsi aux Alliés qui envahissaient la France que les Bourbons représentaient une alternative crédible à Napoléon. Deux siècles après ces événements, ce ralliement, titre de gloire de la capitale girondine de 1815 à 1830, une vingtaine d?historiens français et étrangers, se retrouvaient, à l?initiative du Centre d?Etudes des Mondes Moderne et Contemporain, pour évoquer ces événements « marginaux » de la campagne de France, en les replaçant dans le contexte général. Les vingt communications ont été regroupées en trois thématiques successives : la dislocation de l?Europe napoléonienne ; d?une fidélité l?autre, la fin du grand Empire ; le Sud-Ouest, terrain d?action périphérique ou centre d?impulsion du retour des Bourbons. 606 $aWars of Liberation, 1813-1814 606 $aNapoleonic Wars, 1800-1815$xCampaigns 615 0$aWars of Liberation, 1813-1814. 615 0$aNapoleonic Wars, 1800-1815$xCampaigns. 700 $aAllorant$b Pierre$0473315 701 $aBeaurepaire-Hernandez$b Adeline$01276459 701 $aBoudon$b Jacques-Olivier$0476177 701 $aBranda$b Pierre$01276460 701 $aChaline$b Olivier$0892518 701 $aCoste$b Laurent$01275534 701 $aFigeac$b Michel$01275995 701 $aFigeac-Monthus$b Marguerite$01276461 701 $aGardey$b Philippe$01276462 701 $aHantraye$b Jacques$01276463 701 $aLentz$b Thierry$0686536 701 $aLignereux$b Aurélien$01221989 701 $aLuis$b Jean-Philippe$01275543 701 $aMansel$b Philip$0542809 701 $aNieuwa?ny$b Andrzej$01276464 701 $aPontet$b Josette$0294852 701 $aPoumarède$b Géraud$0480944 701 $aPoussou$b Jean-Pierre$0157061 701 $aPrice$b Munro$01199765 701 $aRey$b Marie-Pierre$0790857 701 $aCoste$b Laurent$01275534 712 02$aCentre d'e?tudes des mondes moderne et contemporain, 801 0$bFR-FrMaCLE 906 $aBOOK 912 $a9910495908203321 996 $aLe Sud-Ouest, la France et l?Europe à la fin de l?Empire napoléonien$93007732 997 $aUNINA