In order to remain competitive in today's fast-paced business environment, organisations need to ensure that their systems are supporting business needs. The role of the continual service improvement (CSI) manager is to align IT services to evolving business needs by identifying and implementing improvements that support business processes and drive quality service managmement.
This highly accessible book gives an excellent introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role. Based on the author's extensive experience, it gives practical guidance to those new to the role or interested in getting a better understanding of what it entails.
Review: "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 FBCS ITIL Master, service management author and consultant --