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Author: Judith S. Hurwitz Publisher: John Wiley & Sons ISBN: 0470529083 Category : Computers Languages : en Pages : 338
Book Description
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma
Author: Judith S. Hurwitz Publisher: John Wiley & Sons ISBN: 0470529083 Category : Computers Languages : en Pages : 338
Book Description
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma
Author: Richard Pettinger Publisher: John Wiley & Sons ISBN: 1119974798 Category : Business & Economics Languages : en Pages : 193
Book Description
Make your mark in the world of management Good management is vital to the success of every business but being a good manager isn't always easy. This book offers you expert advice on hiring the right staff, building effective teams, resolving office politics and maintaining your own work/life balance. Inside you'll find examples and guidance to help you identify the styles of management you need to succeed and to deal with the challenges of being a manager today. Be the best – learn great techniques for coaching, mentoring and inspiring your employees to perform at their best Get to the point – set goals and targets, and discover how to manage people and projects Connect with others – use effective communication skills and discover the best ways to convey your messages Get political – assess a wide range of management risks and learn key techniques for dealing with office politics Become a 21st-century manager – harness the power of technology and use it to help with budgeting and accounting Open the book and find: How to take the first steps into management Advice on being a truly great interviewer Techniques on developing and mentoring employees Guidance on juggling priorities Why understanding your stakeholders is vital A guide to 21st-century functions of management Learn to: Use the latest management techniques, tools and technology Develop leadership skills and integrate them into your management style Manage a business and team through difficult times Become a great global manager
Author: Gregory J. Marchand Publisher: Createspace Independent Publishing Platform ISBN: 9781976348723 Category : Languages : en Pages : 290
Book Description
Owning or operating an automotive repair shop is never easy, but it doesn't have to be overly complicated either. Understanding what a customer is worth to your shop, being committed to customer retention, knowing your performance indicators, implementing consistent process, and being able to attract and retain quality employees are key aspects to running a successful automotive repair shop. In the 2nd Edition of the popular Service Management Made Simple, Greg Marchand discusses these concepts and more in a simple, easy-to-understand, easy-to-implement format. Chapters have been added describing the best marketing practices and using key performance indicators. Additional content has been added to original chapters discussing customer trust, active listening, and employee development. With 30 years of automotive experience as a shop owner, dealership service advisor, and factory customer satisfaction expert Greg understands that even though every repair shop is different, and every market has its own uniqueness, there are still simple, effective, and inexpensive best practices to attract customers, retain employees, and grow a profitable business. This book will change the way you see your service business. Learn to create extraordinary customer service, construct pay plans that drive productivity, know what the important performance indicators are, and increase your profits today.
Author: Peter Farenden Publisher: John Wiley & Sons ISBN: 1119950139 Category : Business & Economics Languages : en Pages : 393
Book Description
ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects
Author: Keith D. Sutherland Publisher: Packt Publishing Ltd ISBN: 1804614246 Category : Computers Languages : en Pages : 350
Book Description
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Author: Randy A. Steinberg Publisher: Trafford Publishing ISBN: 1490720952 Category : Computers Languages : en Pages : 289
Book Description
What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. Its all herecomplete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. Many books talk about how to build a service catalogthis book is a service catalog! We really struggled to identify and pull our IT services together until we saw this materialit saved us months! With this material, we can finally tell the business what IT actually delivers to them! A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation! One can put together an entire IT service management operation just from the service descriptions in this book!
Author: Karen Leland Publisher: John Wiley & Sons ISBN: 1118052730 Category : Business & Economics Languages : en Pages : 409
Book Description
Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Author: John R. Bryson Publisher: Palgrave Macmillan ISBN: 9783030520595 Category : Business & Economics Languages : en Pages : 317
Book Description
This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.
Author: Bart Van Looy Publisher: Pearson Higher Ed ISBN: 0273732188 Category : Business & Economics Languages : en Pages : 545
Book Description
Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today. Services Management is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Author: Judith S. Hurwitz
Author: Judith S. Hurwitz
Author: Richard Pettinger
Author: Judith Hurwitz
Author: Gregory J. Marchand
Author: Peter Farenden
Author: Keith D. Sutherland
Author: Randy A. Steinberg
Author: Karen Leland
Author: John R. Bryson
Author: Bart Van Looy