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Continual Service Improvement Manager

Careers in IT service management

David Whapples (author)

UK Price: £19.99 EU Price: €24.99 ROW (USD) Price: $27.99 
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ISBN: 9781780172248
Format: Paperback
Dimensions: 129 x 198
Number of pages: 128
Publication date: 16 FEB 2015
Publisher: BCS, The Chartered Institute for IT




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.
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.
'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, FBCS ITIL Master, service management author and consultant

1. Introduction      

2. Overview of the field    

3. The role              

4. Tools, methods and techniques               

5. Career progression and related roles     

6. Case study         

Appendix A – Service Management Framework template

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