Managing in a Service-Focused World

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.

Contents

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