Cargando…
Managing in a service-focused world : I, team, stewards and marketplace /
In this book, Roger K. Williams adapts tried and trusted principles of IT service management (ITSM) into a framework for personal and professional development. He treats management as a service, presenting the idea that the effectiveness of a manager is best judged by the views of the key stakeholde...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Cambridgeshire, England :
IT Governance Publishing,
2014.
|
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Cover; Title; Copyright; Contents; Introduction
- Management as a Service; Part I: Personal Effectiveness; Chapter 1: Leveraging Strategy Generation for a Personal Success Strategy; Step 1: Determine Perspective; Step 2: Form a Position; Step 3: Craft and execute Plans; Step 4: Adopt Patterns of action; Action plan; Chapter 2: Using Design Coordination for Your Personal Services; Element 1: Design the service solutions you will deliver; Element 2: Design the service management systems and tools you will use to manage your services; Element 3: Design the architectures for your services.
- Element 4: Design the measurements and metrics for your servicesElement 5: Design the processes that support your services; Action plan; Chapter 3: Building Your Service Knowledge Management System; Step 1: Collect good data; Step 2: Use the right data for the decision; Step 3: Process the data into information; Step 4: Analyze the information to glean knowledge; Step 5: Use your knowledge to make the best decision; Step 6: Review your decisions regularly; Action plan; Chapter 4: Simplify Your Communications With Event Management; Step 1: Define your communications system architecture.
- Step 2: For each tool, define how to handle the three types of communicationsStep 3: Run your communication system following your guidelines; Step 4: Review and adjust your thresholds regularly; Action plan; Chapter 5: Applying Continual Service Improvement to Your Learning; Step 1: What is your vision?; Step 2: Where are you now?; Step 3: Where do you want to be?; Step 4: How do you get there?; Step 5: Did you get there?; Step 6: How do you keep the momentum going?; Action plan; Part II: Effectiveness with Your Team.
- Chapter 6: Using Business Relationship Management Thinking to Form a Great TeamStrategy: Define outcomes; Design: Ensure appropriate customer involvement in design activities; Transition: Awareness of known errors; Operation: Escalate; Improvement: Customer satisfaction surveys; Action plan; Chapter 7: Building Your Team''s Service Catalog; Define the services your team provides; Identify the activities your team members perform; Determine the links between your team''s activities and services; Establish your team''s skill standards; Evaluate and acquire new team members; Manage your team.
- Action planChapter 8: Maintaining Team Assets Through Effective Configuration and Change Management; Manage and plan CIs; Configuration identification; Control configuration; Perform status accounting and reporting; Verify and audit; Action plan; Chapter 9: Streamlining Team Workflow With Request Fulfillment; 1. Rank your team''s services and other assigned work; 2. Define request models for your team''s most important services; 3. Set up training and monitoring on your models; 4. Regularly review, refine, and add to your models; Action plan.