Managing in a Service Focused World: I, Team, Stewards and Marketplace
- 2h 2m
- Roger K. Williams
- IT Governance
- 2014
A framework for better management practice
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. Engage the key stakeholders
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. Put the ideas into action right away
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. It 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. With this book, you can:
- create a personal development plan that will help you improve your management skills;
- understand how to work with your team to get keep them engaged and working effectively;
- increase your own professional standing;
- work better with customers and external stakeholders, resulting in better, mutually beneficial relationships.
Read this book and transform your management career with the principles of ITSM
About the Author
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.
In this Book
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Managing in a Service Focused World—I, Team, Stewards and Marketplace
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Introduction – Management as a Service
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Leveraging Strategy Generation for a Personal Success Strategy
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Using Design Coordination for Your Personal Services
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Building Your Service Knowledge Management System
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Simplify Your Communications with Event Management
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Applying Continual Service Improvement to Your Learning
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Using Business Relationship Management Thinking to Form a Great Team
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Building Your Team’s Service Catalog
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Maintaining Team Assets through Effective Configuration and Change Management
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Streamlining Team Workflow with Request Fulfillment
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Improving Team Performance with Monitor Control Loops
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Applying Service Portfolio Thinking to Influence Leaders
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Negotiating What is Expected of You Leveraging Service Level Management Principles
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Keeping Your Leaders Well Informed Using Transition Planning and Support Thinking
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Make Your Leaders’ Lives Easier Through Strong Problem Management
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Measuring Your Way to Continual Success
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Get to Know Your Customers with Demand Management Thinking
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Identifying Underlying Customer Needs Using the ITIL Warranty Processes
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Managing Projects Using Release Management Principles
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Helping Your Customers When Things Go Wrong with Good Incident Management
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Assessing Performance to Prepare for Improvement
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Epilogue
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Further Reading and Learning
