ABC of ICT (eBook)

Jan Schilt, Paul Wilkinson (Autoren)

eBook Download: PDF

2008 | 1. Auflage
299 Seiten
van Haren Publishing (Verlag)
978-90-8753-873-6 (ISBN)

Infos

‘ABC is like an iceberg, much of it hidden beneath the surface, yet capable of inflicting enormous damage’ to your organization, or more importantly, your business! With growing importance of IT to business operations we can no longer afford to have our ITSM improvement programs and initiatives fail because of Attitude, Behavior or culture issues. This book describes what ABC is, why it is important and gives practical cases and examples in dealing with ABC issues. The book contains more than 35 case examples from industry experts and practitioners on what they have done to solve specific ABC issues. The book can be used in combination with the ABC of ICT card set for creating awareness, assessing your own worst practices and taking your first practical steps in solving them. This book provides a valuable addition on top of ITIL publications on how to ensure ITSM improvement programs can and do deliver lasting value

Inhalt

Foreword 8
Contributors 12
Chapter 1 What is this book all about? 14
Chapter 2 Who is this book aimed at? 18
Chapter 3 An analysis 22
Where are we now? 22
Where do we need to be? 29
How do we approach things now? 30
What is the effect of all this? 34
And now, what should we do? 34
Chapter 4 What is ABC? 38
Attitude 38
Behavior 55
Chapter 5 The ABC issues in detail 88
3 of Clubs 95
4 of Clubs 99
5 of Clubs 102
6 of Clubs 108
7 of Clubs 111
8 of Clubs 116
9 of Clubs 119
10 of Clubs 121
2 of Diamonds 142
3 of Diamonds 151
4 of Diamonds 155
5 of Diamonds 156
6 of Diamonds 163
7 of Diamonds 166
8 of Diamonds 171
9 of Diamonds 178
10 of Diamonds 181
2 of Spades 195
3 of Spades 200
4 of Spades 202
5 of Spades 204
6 of Spades 207
7 of Spades 208
8 of Spades 210
9 of Spades 214
10 of Spades 217
2 of Hearts 230
3 of Hearts 231
4 of Hearts 232
5 of Hearts 233
6 of Hearts 234
7 of Hearts 235
8 of Hearts 237
9 of Hearts 238
10 of Hearts 239
Chapter 6 Building blocks to develop your own instrument 258
People, Process, Partner, Product and Performance 258
Focus on people 262
Kolb – the learning cycle 263
Commitment and buy-in 265
Change agents 270
DIGMA© 271
Performance Improvement 274
Interpreneurship 276
ABC card set – case and example exercises 278
ABC of ICT round table session 278
The ABC of ICT 290
Authors and their card cases 294

Produkt-Details

• Erscheint lt. Verlag: 3.10.2008
• Verlagsort: Hertogenbosch
• Sprache: englisch
• Themenwelt: Schulbuch / Wörterbuch ► Schulbuch / Allgemeinbildende Schulen
• Themenwelt: Mathematik / Informatik ► Informatik ► Programmiersprachen / -werkzeuge
• Themenwelt: Mathematik / Informatik ► Informatik ► Software Entwicklung
• Themenwelt: Sozialwissenschaften ► Pädagogik
• Themenwelt: Technik ► Architektur
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Finanzierung
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Personalwesen
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Planung / Organisation
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Projektmanagement
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• Schlagworte: It Management
• ISBN-10: 90-8753-873-1 / 9087538731
• ISBN-13: 978-90-8753-873-6 / 9789087538736