The transition from individual contributor to manager is arguably the hardest career change to make. It can be overwhelming, and there is plenty of bad advice around that will only make things worse.  The process is often unpredictable, chaotic and unstructured. But what if new managers had a framework to plan their personal and professional progress?  Thanks to the innovative approach in this book, they now do. In Managing in a Service-focused World, Roger K. Williams adapts tried and trusted principles of IT service management (ITSM) into a framework for personal and professional development. He treats management as a service, presenting the idea that the effectiveness of a manager is best judged by the views of the key stakeholders: the manager themselves, their team, their leaders and their customers. The book lets you quickly appreciate and apply the ideas in a way that engages staff at all levels and gives tangible benefits to all stakeholders. The book takes its examples from IT service management, but the clear and direct style means that managers in any industry can understand and implement the ideas.

• Cover
• Title
• Copyright
• Dedication
• About the Author
• Acknowledgments
• Contents
• Introduction – Management as a Service
• Part I: Personal Effectiveness
  • Chapter 1: Leveraging Strategy Generation for a Personal Success Strategy
    • Step 1: Determine Perspective
    • Step 2: Form a Position
    • Step 3: Craft and execute Plans
    • Step 4: Adopt Patterns of action
    • Action plan
  • Chapter 2: Using Design Coordination for Your Personal Services
    • Element 1: Design the service solutions you will deliver
    • Element 2: Design the service management systems and tools you will use to manage your services
    • Element 3: Design the architectures for your services
    • Element 4: Design the measurements and metrics for your services
    • Element 5: Design the processes that support your services
    • Action plan
  • Chapter 3: Building Your Service Knowledge Management System
    • Step 1: Collect good data
    • Step 2: Use the right data for the decision
    • Step 3: Process the data into information
    • Step 4: Analyze the information to glean knowledge
    • Step 5: Use your knowledge to make the best decision
    • Step 6: Review your decisions regularly
    • Action plan
  • Chapter 4: Simplify Your Communications With Event Management
    • Step 1: Define your communications system architecture
    • Step 2: For each tool, define how to handle the three types of communications
    • Step 3: Run your communication system following your guidelines
    • Step 4: Review and adjust your thresholds regularly
    • Action plan
  • Chapter 5: Applying Continual Service Improvement to Your Learning
    • Step 1: What is your vision?
    • Step 2: Where are you now?
    • Step 3: Where do you want to be?
    • Step 4: How do you get there?
    • Step 5: Did you get there?
    • Step 6: How do you keep the momentum going?
    • Action plan
• Part II: Effectiveness with Your Team
  • Chapter 6: Using Business Relationship Management Thinking to Form a Great Team
    • Strategy: Define outcomes
    • Design: Ensure appropriate customer involvement in design activities
    • Transition: Awareness of known errors
    • Operation: Escalate
    • Improvement: Customer satisfaction surveys
    • Action plan
  • Chapter 7: Building Your Team’s Service Catalog
    • Define the services your team provides
    • Identify the activities your team members perform
    • Determine the links between your team’s activities and services
    • Establish your team’s skill standards
    • Evaluate and acquire new team members
    • Manage your team
    • Action plan
  • Chapter 8: Maintaining Team Assets Through Effective Configuration and Change Management
    • Manage and plan CIs
    • Configuration identification
    • Control configuration
    • Perform status accounting and reporting
    • Verify and audit
    • Action plan
  • Chapter 9: Streamlining Team Workflow With Request Fulfillment
    • 1. Rank your team’s services and other assigned work
    • 2. Define request models for your team’s most important services
    • 3. Set up training and monitoring on your models
    • 4. Regularly review, refine, and add to your models
    • Action plan
  • Chapter 10: Improving Team Performance With Monitor Control Loops
    • Step 1: Define the desired norm and output
    • Step 2: Tell your team members what outcomes and norms you want
    • Step 3: Observe your team’s behaviors (Monitor)
    • Step 4: Prepare for feedback (Compare)
    • Step 5: Deliver feedback (Control)
    • Step 6: Review your performance in giving feedback (monitor control loop)
    • Action plan
• Part III – Effectiveness with Leaders
  • Chapter 11: Applying Service Portfolio Thinking to Influence Leaders
    • Step 1: Define
    • Step 2: Analyze
    • Step 3: Approve
    • Step 4: Charter
    • Action plan
  • Chapter 12: Negotiating What is Expected of You Leveraging Service Level Management Principles
    • Step 1: Determine what your boss and other leaders want from you
    • Step 2: Understand what you, and your team, can deliver
    • Step 3: Come to an agreement on expectations
    • Step 4: Report on performance
    • Action plan
  • Chapter 13: Keeping Your Leaders Well Informed Using Transition Planning and Support Thinking
    • Identify the stakeholders for your services and projects
    • Share your communication plan for each stakeholder with them
    • Communicate per your schedule
    • Refine and update your communication plan
    • Action plan
  • Chapter 14: Make Your Leaders’ Lives Easier Through Strong Problem Management
    • Problem detection
    • Problem logging, categorization, and prioritization
    • Problem investigation and diagnosis
    • Problem workaround and resolution
    • Problem closure
    • Action plan
  • Chapter 15: Measuring Your Way to Continual Success ...101
    • Measuring to justify (Plan)
    • Measuring to direct (Do)
    • Measuring to validate (Check)
    • Measuring to intervene (Act)
    • Action plan
• Part IV: Effectiveness with the Marketplace
  • Chapter 16: Get to Know Your Customers With Demand Management Thinking
    • Step 1: Identify sources of demand forecasting
    • Step 2: Analyze Patterns of Business Activity
    • Step 3: Identify User Profiles
    • Step 4: Manage activity-based demand
    • Step 5: Adapt your service packages
    • Step 6: Manage operational demand
    • Action plan
  • Chapter 17: Identifying Underlying Customer Needs Using the ITIL Warranty Processes
    • Availability
    • Capacity
    • Continuity
    • Security
    • Action plan
  • Chapter 18: Managing Projects Using Release Management Principles
    • Step 1: Plan for the release
    • Step 2: Prepare for build, test, and deployment
    • Step 3: Build and test
    • Step 4: Test and pilot
    • Step 5: Plan and prepare deployment
    • Step 6: Perform transfer, deployment, and retirement
    • Step 7: Verify deployment
    • Step 8: Early Life Support (ELS)
    • Step 9: Review and close
    • Action plan
  • Chapter 19: Helping Your Customers When Things Go Wrong With Good Incident Management
    • Step 1: Identify the incident
    • Step 2: Record, categorize, and prioritize the incident
    • Step 3: Initially diagnose the incident
    • Step 4: Escalate the incident
    • Step 5: Investigate the incident
    • Step 6: Recover service and resolve the incident
    • Step 7: Verify restoration and close the incident
    • Action plan
  • Chapter 20: Assessing Performance to Prepare for Improvement
    • Enabler 1: Services, infrastructure, and applications
    • Enabler 2: Principles, policies, and frameworks
    • Enabler 3: People, skills, and competencies
    • Enabler 4: Organizational structures
    • Enabler 5: Culture, ethics, and behavior
    • Enabler 6: Processes
  • Enabler 7: Information
    • Assessment approach
    • Step 1: Define the baseline
    • Step 2: Capture the current state
    • Step 3: Review and prioritize the gaps
    • Step 4: Identify lessons learned and schedule the next assessment
    • Action plan
• Epilogue
• Further Reading and Learning
  • Books/Publications
  • Web
• ITG Resources