Defining IT Success Through The Service Catalog

Defining IT Success Through The Service Catalog

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  • Author: Bill Fine
  • Publisher: Van Haren
  • ISBN: 9401801169
  • Category : Architecture
  • Languages : en
  • Pages : 117

The Service Catalog is a fundamental IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. In short, it represents the value IT provides to facilitate business operations. Written by industry experts and using real case studies, this valuable title takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization: Services are made standard and rational, leading to lower costs and increased service availability Standard service products enable forecasting of demand, leading to better volume discounts from vendors and improved inventory and capacity planning Controls over consumption of services are enhanced The fulfillment of IT services is improved with the catalog. Standardization of services leads to recurrent workflows, rather than relatively expensive one-off projects


Service Management Online

Service Management Online

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  • Author: Phyllis Drucker
  • Publisher:
  • ISBN: 9780117082939
  • Category :
  • Languages : en
  • Pages : 144

This is a practical guide for those in IT service management who have to create and develop efficient service request catalogues for consumer and business services. In order to have smooth online transactions, the service request catalogue is critical. The author defines the service request catalogue and goes onto to show how to optimally design and create a successful customer experience.


Site Reliability Engineering

Site Reliability Engineering

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  • Author: Niall Richard Murphy
  • Publisher: "O'Reilly Media, Inc."
  • ISBN: 1491951176
  • Category :
  • Languages : en
  • Pages : 552

The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use


Defining Student Success

Defining Student Success

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  • Author: Lisa M. Nunn
  • Publisher: Rutgers University Press
  • ISBN: 0813563631
  • Category : Social Science
  • Languages : en
  • Pages : 189

The key to success, our culture tells us, is a combination of talent and hard work. Why then, do high schools that supposedly subscribe to this view send students to college at such dramatically different rates? Why do students from one school succeed while students from another struggle? To the usual answer—an imbalance in resources—this book adds a far more subtle and complicated explanation. Defining Student Success shows how different schools foster dissimilar and sometimes conflicting ideas about what it takes to succeed—ideas that do more to preserve the status quo than to promote upward mobility. Lisa Nunn’s study of three public high schools reveals how students’ beliefs about their own success are shaped by their particular school environment and reinforced by curriculum and teaching practices. While American culture broadly defines success as a product of hard work or talent (at school, intelligence is the talent that matters most), Nunn shows that each school refines and adapts this American cultural wisdom in its own distinct way—reflecting the sensibilities and concerns of the people who inhabit each school. While one school fosters the belief that effort is all it takes to succeed, another fosters the belief that hard work will only get you so far because you have to be smart enough to master course concepts. Ultimately, Nunn argues that these school-level adaptations of cultural ideas about success become invisible advantages and disadvantages for students’ college-going futures. Some schools’ definitions of success match seamlessly with elite college admissions’ definition of the ideal college applicant, while others more closely align with the expectations of middle or low-tier institutions of higher education. With its insights into the transmission of ideas of success from society to school to student, this provocative work should prompt a reevaluation of the culture of secondary education. Only with a thorough understanding of this process will we ever find more consistent means of inculcating success, by any measure.


The Service Culture Handbook

The Service Culture Handbook

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  • Author: Jeff Toister
  • Publisher:
  • ISBN: 9780692842003
  • Category :
  • Languages : en
  • Pages : 188

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute


Run Grow Transform

Run Grow Transform

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  • Author: Steven Bell
  • Publisher: CRC Press
  • ISBN: 1466504501
  • Category : Business & Economics
  • Languages : en
  • Pages : 370

Shingo Prize-winning author Steve Bell and other thought leaders show you how guiding you to more effectively align people and purpose, promote enterprise agility, and leverage transformative IT capabilities to create market-differentiating value for your customers. Combining research and insight with practical examples and in-depth case studies that can be put to immediate use, Run Grow Transform: Integrating Business and Lean IT is a must read for leaders and senior managers from all disciplines.


Service Management Strategies that Work

Service Management Strategies that Work

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  • Author: Adam Grummitt
  • Publisher: Van Haren
  • ISBN: 9401801177
  • Category : Architecture
  • Languages : en
  • Pages : 171

Pink Elephant is the world leader in IT management best practices, offering solutions to public and private businesses worldwide, many of them listed in the Fortune 500. The Company specializes in improving the quality of IT services through the application of recognized frameworks, including the IT Infrastructure Library (ITIL®).


BiSL®: Business Information Services Library - Management Guide

BiSL®: Business Information Services Library - Management Guide

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  • Author: Remko van der Pols
  • Publisher: Van Haren
  • ISBN: 9087538286
  • Category : Architecture
  • Languages : en
  • Pages : 119

Effective management of business information is critically important for modern organizations. The Business Information Systems Library (BiSL) is a generic framework which provides an effective solution for business information management. BiSL is a public domain standard which is consistent with ITIL and ASL. This management guide is an easy to use guide about the how and why of the Framework BiSL, Business Information Service Library, that is governed by the ASL BiSL Foundation. It describes the best way to manage and execute business information management in day-to-day practice, and how BiSL can be of use with this. To illustrate the implementation of BiSL, a separate case history is being evolved throughout the text. Supports EXIN BiSL Exams


The EFQM excellence model for Assessing Organizational Performance

The EFQM excellence model for Assessing Organizational Performance

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  • Author: Chris Hakes
  • Publisher: Van Haren
  • ISBN: 9087538502
  • Category : Architecture
  • Languages : en
  • Pages : 119

The EFQM Excellence Model was introduced at the beginning of 1992 as the framework for assessing organizations for the annual European Excellence Award . It is now the most widely used organizational assessment framework in Europe. Most users have no intention of applying to win awards; they use the framework and analysis techniques within the model as diagnostic tools that will help them to: assess the health of their organization, identify its strengths and areas for improvement and periodically measure progress identify and share good management practices, both internally and externally anticipate and target their desired results in tangible, measurable ways Whether you are a newcomer to the Excellence Model, or an experienced user (whose techniques of performance assessment maybe rigorous but have possibly evolved to become overly complex), this Management Guide provides you with practical techniques to undertake timely and effective assessments. It explains the history, basis and evolution of the EFQM Excellence Model, the nature of EFQM and its networks today, and, most importantly, provides step-by-step guidance, together with a series of analysis pro-formas, to enable readers to facilitate an assessment of an organization against each of the 32 elements ( criterion parts ) of the EFQM Excellence Model.


ABC of ICT

ABC of ICT

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  • Author: Jan Schilt
  • Publisher: Van Haren
  • ISBN: 9087538731
  • Category : Architecture
  • Languages : en
  • Pages : 299

ABC is like an iceberg, much of it hidden beneath the surface, yet capable of inflicting enormous damage to your organization, or more importantly, your business! With growing importance of IT to business operations we can no longer afford to have our ITSM improvement programs and initiatives fail because of Attitude, Behavior or culture issues. This book describes what ABC is, why it is important and gives practical cases and examples in dealing with ABC issues. The book contains more than 35 case examples from industry experts and practitioners on what they have done to solve specific ABC issues. The book can be used in combination with the ABC of ICT card set for creating awareness, assessing your own worst practices and taking your first practical steps in solving them. This book provides a valuable addition on top of ITIL publications on how to ensure ITSM improvement programs can and do deliver lasting value