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Implementing Service And Support Management Processes
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Book Synopsis Implementing Service and Support Management Processes by : Carrie Higday-Kalmanowitz
Download or read book Implementing Service and Support Management Processes written by Carrie Higday-Kalmanowitz and published by The Stationery Office. This book was released on 2005-03-11 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.
Book Synopsis Systems, Software and Services Process Improvement by : Andreas Riel
Download or read book Systems, Software and Services Process Improvement written by Andreas Riel and published by Springer Science & Business Media. This book was released on 2010-08-19 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: A typical characterization of EuroSPI is reflected in a statement made by a c- pany: “. . . the biggest value of EuroSPI lies in its function as a European knowledge and experience exchange mechanism for SPI and innovation. ” Since its beginning in 1994 in Dublin, the EuroSPI initiative has outlined that there is not a single silver bullet to solve SPI issues, but that you need to understand a c- bination of different SPI methods and approaches to achieve concrete benefits. The- fore each proceedings volume covers a variety of different topics, and at the conf- ence we discuss potential synergies and the combined use of such methods and - proaches. These proceedings contain selected research papers for five topics: Section I: SPI Tools Section II: SPI Methods Section III: SPI in SMEs Section IV: Economic Aspects of SPI Section V: The Future of SPI Section I presents studies on SPI tools. The authors provide an insight into new tools which can be used for SPI. Willem Bekkers et al. present a new assessment method and tool for software product management. Ismael Edrei-Espinosa-Curiel et al. illustrate a graphical approach to support the teaching of SPI. Paul Clarke and coworkers deal with an analysis and a tool to help real adoption of standards like ISO 12207 and they focus on SPI implementation and practices. Esparanca Amengual et al. present a new team-based assessment method and tool.
Book Synopsis Process Management Based on SqEME® by : Jos van Oosten
Download or read book Process Management Based on SqEME® written by Jos van Oosten and published by Van Haren. This book was released on 2008-04-24 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: SqEME® is an open standard for developing a processed-centred architecture of an enterprise. It may be reproduced freely by any organization wishing to use it to develop a governance structure on the quality of their business processes. SqEME® Process Management is a method that facilitates discussion of the design of the organization, in a subtle but unambiguous way. Processes have to hold a prominent place in observing organizations: how are the different parts of the organization tuned to each other and how does adequate communication take place? SqEME® as a methodology views processes from four different perspectives. SqEME® calls these windows , by means of which one seeks for the Constitution, Chemistry, Correspondence and Construction of the enterprise. SqEME® is the result of more than twenty years experience with the management of business processes within various organizations. SqEME® has been applied successfully in industry (chemistry, automotive, construction, paper), in the business sector (IT service, healthcare), in the non-profit sector, and in public companies such as the Prosecution Counsel, County Councils and local authorities. This book is particularly aimed at professionals who are involved in the change process within process-driven organizations. Anyone wishing to familiarize themselves with process-centred thinking will be pleased to find that this book adopts an innovative, yet practice-proven approach. The SqEME® Foundation is a platform for discussing the method and its application, where insights into the basic assumptions and backgrounds are shared: www.sqeme.org.
Book Synopsis Advanced Modeling of Management Processes in Information Technology by : Zdzislaw Kowalczuk
Download or read book Advanced Modeling of Management Processes in Information Technology written by Zdzislaw Kowalczuk and published by Springer. This book was released on 2013-10-14 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book deals with the issues of modelling management processes of information technology and IT projects while its core is the model of information technology management and its component models (contextual, local) describing initial processing and the maturity capsule as well as a decision-making system represented by a multi-level sequential model of IT technology selection, which acquires a fuzzy rule-based implementation in this work. In terms of applicability, this work may also be useful for diagnosing applicability of IT standards in evaluation of IT organizations. The results of this diagnosis might prove valid for those preparing new standards so that – apart from their own visions – they could, to an even greater extent, take into account the capabilities and needs of the leaders of project and manufacturing teams. The book is intended for IT professionals using the ITIL, COBIT and TOGAF standards in their work. Students of computer science and management who are interested in the issue of IT project and technology management are also likely to benefit from this study. For young students of IT, it can serve as a source of knowledge in the field of information technology evaluation. This book is also designed for specialists in modelling socio-technical systems.
Book Synopsis ITIL Service Strategy by : Great Britain. Cabinet Office
Download or read book ITIL Service Strategy written by Great Britain. Cabinet Office and published by Stationery Office/Tso. This book was released on 2011 with total page 483 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis The ITSM Process Design Guide by : Donna Knapp
Download or read book The ITSM Process Design Guide written by Donna Knapp and published by J. Ross Publishing. This book was released on 2010-08-15 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
Book Synopsis The EFQM excellence model for Assessing Organizational Performance by : Chris Hakes
Download or read book The EFQM excellence model for Assessing Organizational Performance written by Chris Hakes and published by Van Haren. This book was released on 2007-07-05 with total page 119 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Design and Management of Service Processes by : Rohit Ramaswamy
Download or read book Design and Management of Service Processes written by Rohit Ramaswamy and published by Prentice Hall. This book was released on 1996 with total page 480 pages. Available in PDF, EPUB and Kindle. Book excerpt: PLEASE PROVIDE COURSE INFORMATION PLEASE PROVIDE
Book Synopsis Fundamentals of Business Process Management by : Marlon Dumas
Download or read book Fundamentals of Business Process Management written by Marlon Dumas and published by Springer. This book was released on 2018-03-23 with total page 546 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook covers the entire Business Process Management (BPM) lifecycle, from process identification to process monitoring, covering along the way process modelling, analysis, redesign and automation. Concepts, methods and tools from business management, computer science and industrial engineering are blended into one comprehensive and inter-disciplinary approach. The presentation is illustrated using the BPMN industry standard defined by the Object Management Group and widely endorsed by practitioners and vendors worldwide. In addition to explaining the relevant conceptual background, the book provides dozens of examples, more than 230 exercises – many with solutions – and numerous suggestions for further reading. This second edition includes extended and completely revised chapters on process identification, process discovery, qualitative process analysis, process redesign, process automation and process monitoring. A new chapter on BPM as an enterprise capability has been added, which expands the scope of the book to encompass topics such as the strategic alignment and governance of BPM initiatives. The textbook is the result of many years of combined teaching experience of the authors, both at the undergraduate and graduate levels as well as in the context of professional training. Students and professionals from both business management and computer science will benefit from the step-by-step style of the textbook and its focus on fundamental concepts and proven methods. Lecturers will appreciate the class-tested format and the additional teaching material available on the accompanying website.
Book Synopsis Business Process Management Workshops by : Ernest Teniente
Download or read book Business Process Management Workshops written by Ernest Teniente and published by Springer. This book was released on 2018-01-16 with total page 808 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes revised papers from the eleven International Workshops held at the 15th International Conference on Business Process Management, BPM 2017, in Barcelona, Spain, in September 2017: BPAI 2017 – 1st International Workshop on Business Process Innovation with Artificial Intelligence; BPI 2017 – 13th International Workshop on Business Process Intelligence; BP-Meet-IoT 2017 – 1st International Workshop on Ubiquitous Business Processes Meeting Internet-of-Things; BPMS2 2017 – 10th Workshop on Social and Human Aspects of Business Process Management; ‐ CBPM 2017 – 1st International Workshop on Cognitive Business Process Management; CCABPM 2017 – 1st International Workshop on Cross-cutting Aspects of Business Process Modeling; DeHMiMoP 2017 – 5th International Workshop on Declarative/Decision/Hybrid Mining & Modeling for Business Processes; QD-PA 2017 – 1st International Workshop on Quality Data for Process Analytics; REBPM 2017 – 3rd International Workshop on Interrelations between Requirements Engineering and Business Process Management; SPBP 2017 – 1st Workshop on Security and Privacy-enhanced Business Process Management; TAProViz-PQ-IWPE 2017 –Joint International BPM 2017 Workshops on Theory and Application of Visualizations and Human-centric Aspects in Processes (TAProViz'17), Process Querying (PQ'17) and Process Engineering (IWPE17). The 44 full and 11 short papers presented in this volume were carefully reviewed and selected from 99 submissions.
Author :Great Britain. Office of Government Commerce Publisher :The Stationery Office ISBN 13 :0113310455 Total Pages :278 pages Book Rating :4.1/5 (133 download)
Book Synopsis Service strategy by : Great Britain. Office of Government Commerce
Download or read book Service strategy written by Great Britain. Office of Government Commerce and published by The Stationery Office. This book was released on 2007-05-30 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management, Computers, Computer networks, Information exchange, Data processing, IT and Information Management: IT Service Management
Author :United States. Congress. House. Committee on Appropriations. Subcommittee on Homeland Security Publisher : ISBN 13 : Total Pages :1468 pages Book Rating :4.:/5 (319 download)
Book Synopsis Department of Homeland Security Appropriations for 2008 by : United States. Congress. House. Committee on Appropriations. Subcommittee on Homeland Security
Download or read book Department of Homeland Security Appropriations for 2008 written by United States. Congress. House. Committee on Appropriations. Subcommittee on Homeland Security and published by . This book was released on 2007 with total page 1468 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis COBIT 5: Enabling Information by : ISACA
Download or read book COBIT 5: Enabling Information written by ISACA and published by ISACA. This book was released on 2013-10-10 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Quality Management for IT Services: Perspectives on Business and Process Performance by : Praeg, Claus-Peter
Download or read book Quality Management for IT Services: Perspectives on Business and Process Performance written by Praeg, Claus-Peter and published by IGI Global. This book was released on 2010-09-30 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.
Book Synopsis Business Process Management Systems by : James F. Chang
Download or read book Business Process Management Systems written by James F. Chang and published by CRC Press. This book was released on 2016-04-19 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: With a focus on strategy and implementation, James Chang discusses business management practices and the technology that enables them. He analyzes the history of process management practices and demonstrates that BPM practices are a synthesis of radical change and continuous change practices. The book is relevant to both business and IT professi
Book Synopsis Business Process Management by : Stefanie Rinderle-Ma
Download or read book Business Process Management written by Stefanie Rinderle-Ma and published by Springer. This book was released on 2011-08-31 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the 9th International Conference on Business Process Management, BPM 2011, held in Clermont-Ferrand, France, in August/September 2011. The volume contains 22 revised full research papers carefully reviewed and selected from 157 submissions, as well as 5 industrial track papers and abstracts of three invited talkes. The papers address innovative research of highest quality from computer science, management information science, service-oriented computing, and technology management.
Book Synopsis Improving enterprise business process management systems by : Alexander Samarin
Download or read book Improving enterprise business process management systems written by Alexander Samarin and published by Trafford Publishing. This book was released on 2009-10-06 with total page 203 pages. Available in PDF, EPUB and Kindle. Book excerpt:
