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Rob England's latest book is titled Basic Service Management Not ITSM, just SM. Now in draft, and being reviewed by my accountant and my lawyer, amongst others. We'll see if they find it useful. Out before Christmas 2010!
Whether you are in any industry: manufacturing, trades, retail, IT, not-for-profit…; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you are a small business or a government department; this book introduces you to service management. We have taken the good ideas from a range of sources and summarised them in plain English and pragmatic terms. Use what is good for you, get started with what we give you, then follow the references for more when you need it. All comments and suggestions are welcome. Comment below or contact Rob  Buy your books here to support this blog: |
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Comments
Basic Service Management
What is about government sector ? Are they providing us with services ?
in some countries
yes in some countries the government provides service :) In NZ they even try to improve, unlike say the USA's IRS which I have had the misfortune to engage with a couple of times. Having to do so every year is a likely explanation for the USA's affection for guns.
Governments and service management
Indeed, and some governments took ITSM so seriously they came up with an entire framework for it and made it publicly available ;-)
How can I help via USMBOK Initiative?
Rob
Congrats on the new book. Let me know how I can help get the word, resell, and connect someone with like thinking about (universal) service management concepts to my USMBOK efforts...
Ian
What is my point
"This book is about how to run services, in any organisation, in any industry."
"Whether you are in any industry: manufacturing, trades, retail, IT, not-for-profit…"
The Question is:" ..." <- government sector included ?
Are you feel you're ready to write a book, which explains how to run public services from goverment's point of view ?
E.G. in Russia goverment decided to open Service portal www.gosuslugi.ru in order to provide some public services over Internet.
So, market niche is ready - USA IRS, Russian Govt,NZ Govt ...
services provided to the public
"whether you are a small business or a government department" you bet. I'm seeing multiple activity within government here focusing on services provided to the public. Service is service - the book attempts to be completely generic
An oldie but a goodie
"Reinventing Government" I can't remember the authors despite going to a briefing with one of them but their ideas inspired Clinton's approach, and, oddly, Thatcher's.
Core ITSM
OK, that is three times you used the term "core", are you sure you don't want to borrow Core ITSM as a title? I can't help feeling there is a big difference in meaning between basic and core.
J
http://coreitsm.blogspot.com/
Core as in Cor Blimey
John M. Clark