Managing in a service-focused world : I, team, stewards and marketplace / Roger K. Williams.

By: Williams, Roger K [author.]Material type: TextTextSeries: JSTOR eBooksPublisher: Cambridgeshire, England : IT Governance Publishing, 2014Copyright date: ©2014Description: 1 online resource (149 pages)Content type: text Media type: computer Carrier type: online resourceISBN: 9781849286855; 184928685XSubject(s): Leadership | Teams in the workplace | Strategic planning | Leadership -- Moral and ethical aspectsAdditional physical formats: Print version:: Managing in a service-focused world : I, team, stewards and marketplace.DDC classification: 658.4092 LOC classification: HD57.7 | .R644 2014Online resources: Click here to view this ebook.
Contents:
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.
Summary: 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 stakeholders: the manager themselves, their team, their leaders and their customers. The book takes its examples from IT service management, but the clear and direct style means that managers in any industry can understand and implement the ideas. It helps readers: create a personal development plan to improve management skills; increase their professional standing; understand how to work with a team to keep them engaged and working effectively; and work better with customers and external stakeholders, resulting in better, mutually beneficial relationships. -- Edited summary from book.
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Item type Current location Call number URL Status Date due Barcode
Electronic Book UT Tyler Online
Online
HD57.7 .R644 2014 (Browse shelf) https://ezproxy.uttyler.edu/login?url=http://www.jstor.org/stable/10.2307/j.ctt1287h2r Available ocn891398389

Includes bibliographical references.

Online resource; title from PDF title page (ebrary, viewed September 3, 2014).

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 stakeholders: the manager themselves, their team, their leaders and their customers. The book takes its examples from IT service management, but the clear and direct style means that managers in any industry can understand and implement the ideas. It helps readers: create a personal development plan to improve management skills; increase their professional standing; understand how to work with a team to keep them engaged and working effectively; and work better with customers and external stakeholders, resulting in better, mutually beneficial relationships. -- Edited summary from book.

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.

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