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Global Services Moving to a Level Playing Field Mark Kobayashi-Hillary & Richard Sykes 9781902505831 2008 Paperback Pages 218 MRP: Rs 295 Price after 10% Discount: Rs 266 For online order click on the link: http://tinyurl.com/pnjf9bu For a book preview, please click on the link: http://tinyurl.com/ntv6rvh Description: Outsourcing gurus Kobayashi-Hillary and Sykes offer a groundbreaking new framework for technology-enabled services, their globalisation and factors shaping their sourcing and supply. Global Services: Moving to a Level Playing Field breaks the mould of current management thinking on outsourcing by creating a new framework around technology-enabled and professionally-rich services, their globalisation, and the competitive factors shaping their supply and their sourcing. • Knowledge processes • The maturing vendor community • The development of technology • The real matrix • The globalization of services • Skills needed for a future economy Contents: Figures and tables • Authors • Foreword • Acknowledgment • Abbreviations • Glossary • Useful websites • Preface • The millennium • Business processes develop into knowledge processes • The maturing vendor community • The development of technology • The real matrix • The globalization of services • Skills needed for a future economy • The new globalization • Conclusion • Notes • Further reading • Index About the Authors: Mark Kobayashi-Hillary was the global technologies research director at the Commonwealth Business Council, is a board member of the National Outsourcing Association, and a founding member of the British Computer Society working party on offshore outsourcing. Dr. Richard Sykes chairs the Outsourcing and offshore Group of Intellect, the UK trade association for the hi-tech industries, and has a personal practice as board-level trusted advisor and strategic coach. Target Audience: Helpful for those involved in global trade in services. | |
A Guide to Global Sourcing Offshore outsourcing and other global delivery models Elizabeth Anne Sparrow 9781902505619 2007 Paperback Pages 190 MRP: Rs 295 Price after 10% Discount: Rs 266 For online order click on the link: http://tinyurl.com/m4mm7vo For a book preview, please click on the link: http://tinyurl.com/lrpvtuy Description: A Guide to Global Sourcing examines the opportunities and obstacles associated with offshore outsourcing and other global delivery models in the IT arena. There has been a lot of theoretical discussion about outsourcing in the press; speculation about the number of UK-based jobs that will be lost and hearsay customer complaints about communicating with call centre workers overseas. What have been missing, until now, are actual details of how companies have gone about offshoring, and what the results have been. • A Guide to Global Sourcing provides practical advice for IT professionals and senior managers on supervising projects successfully • Genuine case studies bring theoretical business models to life. • IT-offshoring is viewed in context by considering the wider responses of governments, professional organizations, trade associations and unions. • Contents include: identification of projects suitable for offshoring: selection of offshore partners; the pros and cons; and ongoing monitoring and evaluation. Written from a UK standpoint, Elizabeth Sparrow’s country-by-country analysis of offshore services available provides a unique resource. She identifies the particular strengths within each country, plus general facts and figures and sources of further information - invaluable for any manager researching outsourcing opportunities. Contents: Introduction: The origins and growth of the offshore market; Business models; Work permits; Responses to the offshore outsourcing trend • Advantages and benefits: Cost reduction; Other economic advantages; Quality management; Follow the sun; Access to skills and resources; Greater focus on core business objectives; Productivity and service improvements; Business transformation and new developments • Risks and countermeasures: Hidden costs; Cultural differences; Geopolitical instability and difficult business environments; Legal issues - including intellectual property protection; Security, confidentiality and data protection; Loss of technical expertise and business knowledge; Loss of flexibility and control; Customer backlash; Negative impact on IT professionals • Managing offshore outsourcing projects: Sourcing strategy; Identifying what to source offshore; Objectives; Statement of requirements; Investigating the IT services market; Choosing a service provider; Outsourcing contracts; Transition; Managing performance • Country profiles: General information resources; Key to country profiles; Brazil; Bulgaria; Canada; China; The Czech republic; Hungary; India; Ireland; Israel; Malaysia; Mexico; The Philippines; Poland; Romania; Russia; Singapore; South Africa; Vietnam • The future world of global sourcing • Appendix: • References • Further reading • Index About the Author: Elizabeth Sparrow is an author and consultant specializing in outsourcing and change management programmes. Target Audience: A Guide to Global Sourcing provides practical advice for IT professionals and senior managers on supervising projects successfully. | |
| Configuration Management Expert Guidance for IT Service Managers and Practitioners Shirley Lacy & David Norfolk 9781906124588 2011 Paperback Pages 168 MRP: Rs 195 Price after 10% Discount: Rs 176 For online order click on the link: http://tinyurl.com/pdu38nu For a book preview, please click on the link: http://tinyurl.com/pt95v7q Description: This book is invaluable to IT Service Management professionals. It includes expert feedback from practitioners who have implemented configuration management in a wide range of environments. Configuration management is the tracking, recording and monitoring of the elements of a business IT system and any changes and developments. It contains details of the organisation"s infrastructure and processes that are used in the provision and management of IT services and is the vital underpinning for IT governance. In general, the book follows the ITIL V3 approach and is based on the interactive stream of the CMSG/itSMF Conference, "The CMBD and CMS: The Powerhouse of Service Management." • Essential knowledge for all IT departments • Solid theory merged with practioner feedback • Applies to a wide range of real enviroments • Great advice from world experts Contents: Abbreviations • Glossary • Useful websites • Introduction • The 21st Century CMDB/CMS • Judging the Value of CMDB/CMS • Overcoming the Barriers tot the CMS • Case Study of a CMS Implementation • How to Improve an Existing Configuration Management Process • Service Management Requirements for a CMDB?CMS • Strategy and Vision • Selecting CMS tools • Populating a CMDB: Process Design • Implemetation • Good Ideas ... and Ones to Avoid • Appendix • Notes • Index. About the Author: Shirley Lacy is a co-author of the ITIL Service Transition book and director of ConnectSphere. She is the UK Principal Expert on the ISO Working Group for Process Assessment standards for software, systems and service management. She has worked for organisations across a range of sectors including the BBC, GlaxoSmithKline, Capgemini and Vodafone. David Norflok MBCS CITP is currently a journalist and an industry analyst with Bloor Research. He has worked in the public sector and in banking. | |
| World Class IT Service DeliveryPeter Wheatcroft 9781902505824 2008 Paperback Pages 180 MRP: Rs 250 Price after 10% Discount: Rs 225 For online order click on the link: http://tinyurl.com/p9ay2f6 For a book preview, please click on the link: http://tinyurl.com/q6r4xen Description: This book is for IT managers, executives and consultants who need to raise their service standards, are contemplating offshoring their IT or moving towards 24×7 service excellence. Written from a real-life business perspective, this book explores not only existing and developing global IT standards, but IT performance aspirations, and the cultural emphasis needed to lift the standard of delivery from the everyday to the exceptional. World Class IT Service Delivery is a manual for reaching – and sustaining – best practice in terms of performance, practice and outlook. • Defining world class • Service delivery • Developing a services value proposition • Quality management • Developing the business proposition • Redefining the role of the user • Governing service delivery Contents: Introduction • Defining world class • World class versus best practice • Industry definitions of world class • The Service Accession Model • The characteristics of world-class service delivery • Summary • Service delivery • Defining the new role of service management • Comparing service management and operations management • Defining the characteristics of service competency • Redefining IT management roles • Summary • Developing the services value proposition • Benchmarking your operation • Marketing your achievements • Skills, roles and culture • Organizing for service • Summary • Quality management • Defining a quality management system • The roles of ISO/IEC 20000, Six Sigma and the Excellence Model • The IT Infrastructure Library • Other possible standards • Summary • Developing the business proposition • Gaining approval for the business case • Examination of some service transformation projects • Uptime versus customer satisfaction – the conflict • Service quality perception • Summary • Redefining the role of the user • The differences between a user and a customer • Turning customers into good customers • Business service level management • Using the MOT principle for IT services • Summary • Governing service delivery • Definition and frameworks • Information security management and the role of standards • Supply chain management • Asset and configuration management • Summary • The end result • What reaching world class will look like • Developing an improvement programme • Maintaining transformational value • Industry awards and accreditations • Summary • References About the Author: PETER WHEATCROFT is a management consultant, currently tasked with improving the management of IT departments in a number of prestigious blue chip companies. Target Audience: IT managers, executives and consultants who need to raise their service standards. |
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