Author: Great Britain. Cabinet Office
Publisher: Stationery Office/Tso
ISBN: 9780113313044
Category : Business & Economics
Languages : en
Pages : 483
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Book Description
This volume provides updated guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.
Author: Christian Kowalkowski
Publisher:
ISBN: 9780692819104
Category : Business enterprises
Languages : en
Pages : 324
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Book Description
In today's competitive global markets, simply making a great product is not enough. To achieve profitable growth and stand out among competitors, you must start to strategically compete through service and innovative solutions for business customers. Professors Christian Kowalkowski and Wolfgang Ulaga guide you how to shift your business from a goods-centric to a service-savvy model. The authors' proprietary twelve-step roadmap to profitable service growth will help you break out of a narrow product-centric logic and discover how to � determine if your company is "fit-for-service," � make the most of your existing services, � innovate and create value-added services and customer solutions beyond your products, � embed a true service-centric culture in your organization, � drive change and align your service strategy with corporate goals, � transform your product-centric sales force into a service-savvy sales organization, � design an organizational structure that promotes service growth, and � align your interests with distributors and partners. Kowalkowski and Ulaga's twelve-step roadmap is based on rigorous research and long-standing experience working with businesses. They have worked with hundreds of managers in industrial and professional services companies, conducted research projects, led executive workshops, and published numerous articles in scientific and managerial journals, including Harvard Business Review, among others. Here, they share not only their own insights but the lessons learned from successful case studies and years of extensive research.
Author: John O. Long
Publisher: Springer Science & Business Media
ISBN: 1461438977
Category : Computers
Languages : en
Pages : 98
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Book Description
"ITIL® 2011 At a Glance" is an important update to the internationally-recognized ITIL® best practices for IT Service Management. "ITIL® 2011 At a Glance" provides graphical and textual memory joggers for the primary concepts of those best practices. IT organizations worldwide are implementing ITIL® as a vehicle for improving IT service quality and improve return on investment for IT services. This book is an update based on the ITIL 2011 Update. The desk reference’s unique graphical approach will take otherwise complex textual descriptions and make the information accessible in a series of consistent, simple diagrams. "ITIL® 2011 At a Glance" will be of interest to organizations looking to train their staffs in a consistent and cost-effective way. Further, this book is ideal for anyone involved in planning consulting, implementing, or testing an ITIL® implementation.
Author: Jacques Horovitz
Publisher: Pearson Education
ISBN: 9780273675839
Category : Business & Economics
Languages : en
Pages : 246
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Book Description
& Top quality, needs-based, business best practice from Europe's leading executive education provider. & & The only hard, practical, implemental book on customer service. A classic business text book. & & Heavily updated and expanded with checklists and case studies.
Author: Great Britain. Office of Government Commerce
Publisher: The Stationery Office
ISBN: 0113310455
Category : Business & Economics
Languages : en
Pages : 278
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Book Description
Management, Computers, Computer networks, Information exchange, Data processing, IT and Information Management: IT Service Management
Author: Jacques Horovitz
Publisher: FT Press
ISBN: 9780273635772
Category : Customer services
Languages : en
Pages : 0
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Book Description
Seven Secrets of Service Strategy reveals how to compete through service differentiation by concentrating on the creation of a valuable 'service culture' and customer loyalty programmes that improve customer satisfaction..
Author: Great Britain. Office of Government Commerce
Publisher: The Stationery Office
ISBN: 0113310471
Category : Business & Economics
Languages : en
Pages : 386
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Book Description
The Service Design phase of the ITIL Service Lifecycle uses business requirements to create services and their supporting practices. This volume covers design principles for applications, infrastructure, processes and resources, as well as sourcing models. Service managers will also find guidance on the engineering of sound requirements, supplier management and design considerations for outsourcing.
Author:
Publisher: Emerald Group Publishing
ISBN: 1846630282
Category : Benchmarking (Management)
Languages : en
Pages : 163
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Book Description
Benchmarking is defined as "an improvement process in which a company measures its performance against that of best-in-class companies, determines how those companies achieved their performance levels, and uses the information to improve its own performance." (Bemowski, 1992, p. 20). Under the best of circumstances, benchmarking can be difficult, time-consuming, and costly. Service benchmarking is made more difficult than benchmarking in manufacturing because it appears that those things which are important to the customer may differ significantly from one service industry to another (Sower, et al., 2001). Because of the question about the universality of the definition of quality in the service industry and the impact on benchmarking activities, the editors obtained as broad a cross-section of papers for this special issue as possible. The industries represented by the nine papers in this issue cover a broad spectrum of service industries from sports to banking; from laboratory services to hospitality and tourism.
Author: Office of Government Commerce
Publisher: The Stationery Office
ISBN: 9780113311316
Category : Business & Economics
Languages : en
Pages : 256
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Book Description
This official introduction is a gateway to ITIL. It explains the basic concept of IT Service Management (ITSM) and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. It also serves to illuminate the background of thr new ITIL structure.This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change.After showing high level process models, it takes the reader through the main principles that govern the new version: lifecycle stages, governance and decision making, then the principles behind design and deployment, and operation and optimisation.
Author: Great Britain. Office of Government Commerce
Publisher: The Stationery Office
ISBN: 0113310463
Category : Business & Economics
Languages : en
Pages : 278
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Book Description
Management, Computers, Computer networks, Information exchange, Data processing, IT and Information Management: IT Service Management
