2. Overview of the field
3. The role
4. Tools, methods and techniques
5. Career progression and related roles
6. Case study
Appendix A - Service Management Framework template
With over 20 years of service management experience, David has been involved in continual service improvement first hand both as a consultant and in permanent roles. From process design, process enhancements, toolset implementations, setting up improvement frameworks, to full blown improvement projects, David has assisted organisations in achieving business benefit from improving IT services.
Continual service improvement is one of those topics that gets talked about but is rarely fully realised. In this publication David provides excellent practical advice on how to make it happen, with specific guidance on who needs to do what. Essential reading for anyone working in IT or IT service management. -- Kevin Holland * service management author and consultant *