Managing in a Service-Focused World

I, team, stewards and marketplace

Roger Williams (Autor)

Buch | Softcover

168 Seiten

2014
IT Governance Publishing (Verlag)
978-1-84928-684-8 (ISBN)

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The transition from individual contributor to manager is arguably the hardest career change to make. It can be overwhelming, and there is plenty of bad advice around that will only make things worse. The process is often unpredictable, chaotic and unstructured. But what if new managers had a framework to plan their personal and professional progress? Thanks to the innovative approach in this book, they now do.

In Managing in a Service-focused World, 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 lets you quickly appreciate and apply the ideas in a way that engages staff at all levels and gives tangible benefits to all stakeholders. 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.

Roger K. Williams has spent over 20 years in retail, more than 18 years in IT, and in excess of 12 years in leadership roles at Fortune 50 companies. He has also earned numerous certifications including ITIL® Expert, PMP, COBIT® 5 Foundation, HDI Support Center Manager, ISO20000 Foundation, and Toastmasters Advanced Communicator Bronze. He has spoken at international conferences and panel sessions on ITSM and navigating the future of computing. His writings on managing attention and harnessing technology trends at the RogertheITSMGuy blog and on Google+ have garnered praise from a diverse audience.

Introduction: Management as a Service

Part I: Personal Effectiveness

1: Leveraging Strategy Generation for a Personal Success Strategy

2: Using Design Coordination for Your Personal Services

3: Building Your Service Knowledge Management System

4: Simplify Your Communications With Event Management

5: Applying Continual Service Improvement to Your Learning

Part II: Effectiveness with Your Team

6: Using Business Relationship Management Thinking to Form a Great Team

7: Building Your Team’s Service Catalog

8: Maintaining Team Assets Through Effective Configuration and Change

9: Streamlining Team Workflow With Request Fulfillment

10: Improving Team Performance With Monitor Control Loops

Part III: Effectiveness with Leaders

11: Applying Service Portfolio Thinking to Influence Leaders

12: Negotiating What is Expected of You Leveraging Service Level Management

13: Keeping Your Leaders Well Informed Using Transition Planning and Support

14: Make Your Leaders’ Lives Easier Through Strong Problem Management

15: Measuring Your Way to Continual Success

Part IV: Effectiveness with the Marketplace

16: Get to Know Your Customers With Demand Management Thinking

17: Identifying Underlying Customer Needs Using the ITIL Warranty Processes

18: Managing Projects Using Release Management Principles

19: Helping Your Customers When Things Go Wrong

20: Assessing Performance To Prepare for Improvement

Erscheint lt. Verlag	21.8.2014
Verlagsort	Ely
Sprache	englisch
Maße	152 x 229 mm
Gewicht	235 g
Themenwelt	Mathematik / Informatik ► Informatik
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
ISBN-10	1-84928-684-1 / 1849286841
ISBN-13	978-1-84928-684-8 / 9781849286848
Zustand	Neuware