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Managing in a Service-Focused World

Managing in a Service-Focused World

SKU: 4515
Authors: Roger K Williams
Publishers: ITGP
Format: PDF
ISBN13: 9781849286855
Pages: 149
Published: 21 Aug 2014
Availability: Always available
  • Buy and learn how to apply the principles of service management and boost your management skills
  • Learn how to keep your team positive and focused for improved productivity
  • Use an established framework to take control of your career and improve your professional standing with clients, customers and colleagues at all levels

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Price: 34,95 €

The new way to a better management career

The transition from individual contributor to manager is arguably the hardest career change to make. The process is often unpredictable, chaotic and unstructured. It can be overwhelming, and there is plenty of bad advice around that will only make things worse. But what if managers had a framework they could use to plan their personal and professional growth? Thanks to the innovative approach in this book, they now do.

Apply a service framework and improve your professional standing

In Managing in a Service-focused World, Roger K. Williams adapts established principles of IT service management (ITSM) into a framework for personal and professional development. He proposes that management is a service, best judged by the key stakeholders: the managers themselves, their team, their leaders and their customers. The clear and direct style lets new managers in any field quickly appreciate and apply the ideas to engage staff at all levels and give tangible benefits to all stakeholders.


  1. Leveraging Strategy Generation for a Personal Success Strategy;
  2. Using Design Coordination for Your Personal Services;
  3. Building Your Service Knowledge Management System;
  4. Simplify Your Communications With Event Management;
  5. Applying Continual Service Improvement to Your Learning;
  6. Using Business Relationship Management Thinking to Form a Great Team;
  7. Building Your Team’s Service Catalog;
  8. Maintaining Team Assets Through Effective Configuration and Change Management;
  9. Streamlining Team Workflow With Request Fulfillment;
  10. Improving Team Performance With Monitor Control Loops;
  11. Applying Service Portfolio Thinking to Influence Leaders;
  12. Negotiating What is Expected of You Leveraging Service Level Management Principles;
  13. Keeping Your Leaders Well Informed Using Transition Planning and Support Thinking;
  14. Make Your Leaders’ Lives Easier Through Strong Problem Management;
  15. Measuring Your Way to Continual Success;
  16. Get to Know Your Customers With Demand Management Thinking;
  17. Identifying Underlying Customer Needs Using the ITIL Warranty Processes;
  18. Managing Projects Using Release Management Principles;
  19. Helping Your Customers When Things Go Wrong With Good Incident Management;
  20. Assessing Performance To Prepare for Improvement. 

Click here to view a sample of the book >> 

About the author

Roger K. Williams

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.

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