Change Manager: Careers in IT service management
- Length: 248 pages
- Edition: 1
- Language: English
- Publisher: BCS
- Publication Date: 2020-02-14
- ISBN-10: 1780174640
- ISBN-13: 9781780174648
- Sales Rank: #10252497 (See Top 100 Books)
Change management is about the control of all changes that have an effect on the IT services and hence, the business of an organisation. This practical book describes the change manager role in depth including purpose, typical responsibilities and required skills. Change management methods, techniques, useful tools and relevant standards and frameworks are also covered, and career progression opportunities are discussed.
Cover Copyright Page CONTENTS LIST OF FIGURES AND TABLES AUTHOR FOREWORD ACKNOWLEDGEMENTS ABBREVIATIONS AND GLOSSARY PREFACE 1 OVERVIEW OF THE FIELD INTRODUCTION TO IT SERVICE MANAGEMENT INTRODUCTION TO CHANGE MANAGEMENT KEY POINTS 2 THE CHANGE MANAGER ROLE WHICH CAME FIRST, THE CHANGE OR THE CHANGE MANAGER? PURPOSE OF THE CHANGE MANAGER ROLE RESPONSIBILITIES, KNOWLEDGE, SKILLS AND BEHAVIOURS CONTEXT OF THE ROLE PORTRAIT OF A CHANGE MANAGER KEY POINTS 3 CHANGE MANAGER ACTIVITIES CHANGE MANAGEMENT PROCESS PROCESS OPERATION CHANGE IMPLEMENTATION COMMUNICATION REPORTING REVIEW AND THE CYCLE BEGINS AGAIN KEY POINTS 4 METHODS AND TECHNIQUES REQUEST FOR CHANGE CHANGE ADVISORY BOARD CHANGE SCHEDULE POST-IMPLEMENTATION REVIEW PROCESS IMPLEMENTATION KEY POINTS 5 TOOLS CHANGE MANAGEMENT SOFTWARE TOOLS CONFIGURATION MANAGEMENT SYSTEM INTEGRATED IT SERVICE MANAGEMENT SOFTWARE TOOLS DISCOVERY TOOLS REPORTING TOOLS COMMUNICATION TOOLS MAKING DO (OR PROVING THE CONCEPT BEFORE THE EXPENSE!) KEY POINTS 6 STANDARDS AND FRAMEWORKS STANDARDS BEST PRACTICE FRAMEWORKS, PROCESSES AND PROCEDURES KEY POINTS 7 INTERFACES AND DEPENDENCIES CHANGE CULTURE WORKING WITH OTHER SERVICE MANAGEMENT PROCESSES WORKING WITH OTHER METHODS AND APPROACHES WORKING WITH OTHER IT ROLES WORKING WITH SUPPLIERS AND SERVICE PROVIDERS WORKING WITH OTHER BUSINESS ROLES WORKING WITH CUSTOMERS KEY POINTS 8 CAREER PROGRESSION AND RELATED ROLES BECOMING A CHANGE MANAGER BEYOND THE ROLE OF CHANGE MANAGER KEY POINTS 9 CASE STUDIES THE IDEAL CHANGE MANAGER THE DEVELOPING CHANGE MANAGER THE GETTING STARTED CHANGE MANAGER KEY POINTS APPENDIX: REFERENCES AND FURTHER READING ACCESSIBILITY AGILE BCS BOOKS CHANGE MANAGEMENT (ORGANISATIONAL) FRAMEWORKS LEGISLATION MEMBERSHIP BODIES PROJECT MANAGEMENT QUALIFICATIONS AND CERTIFICATIONS QUALITY MANAGEMENT SFIA AND SFIAPLUS STANDARDS TOOLS INDEX Back Cover
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