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[England, Rob]のBasic Service Management (English Edition)
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紙の本の長さ: 66ページ Word Wise: 有効 タイプセッティングの改善: 有効
Page Flip: 有効 言語: 英語
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内容紹介

A 50-page introduction to providing services.

Service Management is the potent idea that could change the way you run your organisation. This useful little book is a pocket guide on how to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about.
It describes the basics, in realistic pragmatic terms. And it is brief – we limited ourselves to 50 pages.
Whether you are in manufacturing, trades, retail, IT, public sector, not-for-profit…; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you work anywhere from a small business to a government department; this book introduces you to service management.
It will get you started, get you up and running, and it will set you on the path to the advanced concepts if that is where you need to be. Or this book and its website may be all you need.
If you are interested in this book, you probably don’t manage your services so much. That gives you an opportunity to increase revenues and profitability: improving your service brings increased efficiency and effectiveness. That means increased returns for much less investment than from improving your products or equipment.
Service management gets your whole organisation working “outside-in”: talking to customers, understanding customers, thinking about yourselves in customer terms, seeing yourselves as customers see you, giving customers service that they want.
In this century, if you run a business it is most likely a service business whether you know it or not. Customers don’t want to simply buy something any more. They don’t simply want something done. They want to have a nice easy experience with added value – to be served.
Whether you build roads or map them, operate ports or use them, build houses or sell them, plan weddings or sing at them, care for kids or clothe them, sell PCs or scrap them, you are in a service business, even if you may not be in a “service industry”.
We aren’t talking about over-the-counter “may I help you?” service, the focus of a number of books. Those books tell you how to develop the customer service interface, the experience of contact. This book is about the end-to-end process of providing services, and most of all about how to manage them.
This book generalises the concepts that have been recently refined in the Information Technology industry – the current “experts” in this topic (even if it doesn’t feel that way sometimes).
Here is Basic Service Management, describing the basics you need to start in managing real business services, to get by. It will set you on the road to gold-standard service or it just may be all you need.
We have taken the central ideas from a range of sources and summarised them in plain English and pragmatic terms. Use what is good for you; get started with what we give you; then follow the references for more when you need it.


著者について

Rob England B.Sc., MNZCS, ITCP is an independent IT management consultant and commentator in Wellington, New Zealand. He is a published author of several books and many articles. Rob is the newsletter editor for itSMFnz, the professional body for IT Service Management (ITIL) practitioners. Rob was awarded the inaugural New Zealand IT Service Management Champion award in 2011 by itSMFnz and is acknowledged as a contributor to the ITIL 2011 core book Service Strategy.

登録情報

  • フォーマット: Kindle版
  • ファイルサイズ: 406 KB
  • 紙の本の長さ: 66 ページ
  • ページ番号ソース ISBN: 0958296936
  • 出版社: Two Hills (2011/8/27)
  • 販売: Amazon Services International, Inc.
  • 言語: 英語
  • ASIN: B005OBH9R2
  • Text-to-Speech(テキスト読み上げ機能): 有効
  • X-Ray:
  • Word Wise: 有効
  • おすすめ度: この商品の最初のレビューを書き込んでください。
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Amazon.com: 5つ星のうち 3.8 5 件のカスタマーレビュー
2 人中、2人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 5.0 Good book covering the basics 2011/9/27
投稿者 Osama Salah Ghazy - (Amazon.com)
形式: Kindle版 Amazonで購入
I'm halfway through and knowing Rob's blog It's no surprise that the book lives up to the expectations.
The book is a good read for people starting with ITSM. I recommend reading it before you get lost into ITIL.
For others the books has some good suggestions and a simple way of explaining things that might come handy.

I'm not fully finished yet, but I've no reason to believe that the rest of the book will be different from what I've read so far.

Highly recommended for starters and people wanting to get a simple view to ITSM.
2 人中、2人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 5.0 BASIC, not for simple, but for core 2011/9/27
投稿者 Antonio Valle - (Amazon.com)
形式: Kindle版 Amazonで購入
If you are in the services business, don't matter which sector, this is your Service Management foundations book. It covers everything you need to know about SM and points you to the knowledge sources you need to enhance your knowledge. A great lecture, straightforward and easy to understand.
2 人中、2人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 5.0 Fantastic book on service management 2012/11/25
投稿者 Tam - (Amazon.com)
形式: Kindle版 Amazonで購入
This was a fantastic book - concise, clear and easy to create a plan for service management. This book covers all aspects of service operations management.
3 人中、0人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 1.0 Worst book ever of IT 2013/10/19
投稿者 Robert Rodriguez - (Amazon.com)
形式: Kindle版 Amazonで購入
The book is too vague, it is not even a good information Technology reference guide. The sub notes are terrible; the reference it but it cannot back it up. i.e., "I heard it at a conference but was not able to find more information about it." I see the author has written other books, I'll stay away from them.
5つ星のうち 4.0 Easily the best short introduction to service management I have read 2014/12/21
投稿者 M G Hall - (Amazon.com)
形式: ペーパーバック
This book is easily the best short introduction to the service view of business and service management I have read. The emphasis is on simple, brief explanations. Rob aims for 50 pages and somehow manages to pack everything into that short span.
Sections on Service, People, Practices and Things form the organising framework. Service is, as you would expect, the section that introduces service concepts. People is only five pages long, but it is worth buying the book for this short section alone. It says more in a short space than many heavy tomes and much more clearly.
Practices is the bulk of the book – about thirty pages. This is where Rob presents his summary of service activities as seven related domains or areas. The treatment is clear and concise and I found that I came away with a much better understanding, mainly because of the brevity which allows the reader to see the whole span of service planning and delivery in a short space of time.
The book is backed up by a website, www.basicsm.com, which offers more resources and useful links to in-depth material on service management.
I think Basic Service Management is a great way forward for anyone who is looking for a better way of thinking about their business, or who is familiar with service management in an IT context and wants to step out into Enterprise Service Management.
Recommended.
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