Additional Information
Book Details
Abstract
To remain competitive, businesses need to ensure that their systems are supporting their needs. The 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 and accessible book gives an excellent introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.
In order to remain competitive in today's fast-paced business environment, organisations need to ensure that their systems are supporting business needs. The role of the continual service improvement (CSI) manager is to align IT services to evolving business needs by identifying and implementing improvements that support business processes and drive quality service management. This highly accessible book gives an excellent introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role. Based on the author's extensive experience, it gives practical guidance to those new to the role or interested in getting a better understanding of what it entails.
Continual service improvement is one of those topics that gets talked about but is rarely fully realised. In this publication David provides excellent practical advice on how to make it happen, with specific guidance on who needs to do what. Essential reading for anyone working in IT or IT service management.
Kevin Holland
With over 20 years of service management experience, David has been involved in continual service improvement first hand both as a consultant and in permanent roles. From process design, process enhancements, toolset implementations, setting up improvement frameworks, to full blown improvement projects, David has assisted organisations in achieving business benefit from improving IT services.
Table of Contents
Section Title | Page | Action | Price |
---|---|---|---|
Front Cover | Cover | ||
Copyright | iv | ||
CONTENTS | v | ||
LIST OF FIGURES AND TABLES | vii | ||
AUTHOR | viii | ||
ABBREVIATIONS | ix | ||
PREFACE | xi | ||
1 INTRODUCTION | 1 | ||
WHY CHANGE? | 1 | ||
SERVICE IMPROVEMENT | 3 | ||
THE ROLE | 3 | ||
KEY FACTORS | 5 | ||
SUMMARY | 6 | ||
2 OVERVIEW OF THE FIELD | 8 | ||
INTRODUCTION TO CONTINUAL SERVICE IMPROVEMENT | 8 | ||
PROMOTION OF CONTINUAL SERVICE IMPROVEMENT | 11 | ||
COORDINATION OF IMPROVEMENT ACTIVITY | 12 | ||
RECORDING OF IMPROVEMENT ACTIVITY | 15 | ||
PROVISION OF ADVICE AND GUIDANCE | 16 | ||
MEASUREMENT | 17 | ||
REPORTING | 18 | ||
3 THE ROLE | 20 | ||
PURPOSE AND OBJECTIVES OF THE ROLE | 20 | ||
SCOPE | 27 | ||
OWNERSHIP | 29 | ||
STRATEGY | 31 | ||
SKILLS | 37 | ||
RESPONSIBILITIES | 39 | ||
INTERFACES AND DEPENDENCIES | 47 | ||
4 TOOLS, METHODS AND TECHNIQUES | 53 | ||
STANDARDS | 53 | ||
LEADING PRACTICE FRAMEWORKS, PROCEDURES AND PROCESSES | 54 | ||
TOOLS | 55 | ||
TOOLING OPTIONS | 58 | ||
TECHNIQUES | 59 | ||
SERVICE MEASUREMENT | 86 | ||
METRICS AND MEASUREMENT | 87 | ||
CRITICAL SUCCESS FACTORS AND KEY PERFORMANCE INDICATORS | 88 | ||
5 CAREER PROGRESSION AND RELATED ROLES | 89 | ||
CAREER PROGRESSION | 89 | ||
RELATED ROLES | 90 | ||
6 CASE STUDY | 94 | ||
MONTHLY REPORTING | 94 | ||
SERVICE IMPROVEMENT FORUM | 97 | ||
PROCESS WORKSHOPS | 99 | ||
WORKING WITH SERVICE MANAGERS | 101 | ||
PREPARATION FOR AN EXTERNAL AUDIT | 102 | ||
SUPPORTING THE INCIDENT MANAGER IN PLANNING A MAJOR PROCESS CHANGE | 102 | ||
PLANNING AND ORGANISATION | 103 | ||
APPENDIX: SERVICE MANAGEMENT FRAMEWORK TEMPLATE | 105 | ||
REFERENCE | 110 | ||
INDEX | 111 | ||
Back Cover | 116 |