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ITIL Continual Service Improvement (Best Management Practices)By Vernon Lloyd

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Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual service improvement. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement. Key Features The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite including clarification around interfaces, and inputs and outputs across the service lifecycle. Terminology has been clarified and made consistent across the publications and the ITIL glossary.Summary of Updates from the Author The seven-step improvement process and its relationship with the Deming Plan-Do-Check-Act cycle and knowledge management has been clarified. The CSI model has been re-named the CSI approach and the concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization. Minor changes have been made throughout the book to clarify the meaning and to improve readability. Particular emphasis has been made on documenting the interfaces from CSI to other lifecycle stages

• Sales Rank: #552753 in Books
• Published on: 2011-07-29
• Original language: English
• Number of items: 1
• Dimensions: 10.90" h x .60" w x 8.40" l, 1.23 pounds
• Binding: Paperback
• 260 pages

Review
The update has added clarity and consistency amongst the five books and it has improved the ease of readability and understanding for users.' Christiane Chung Ah Pong, NCS PTE LTD (Singapore) --Best Management Pratice

Most of the inconsistencies made in the first edition are removed during the update of the ITIL V3 core books. This is a great improvement...' Frank Eggert, MATERNA GmbH --Best Management Pratice

The updated ITIL publications are an astounding improvement over the earlier version. The language and descriptions are so clear and concise, they give the reader a much clearer appreciation of the processes and stages of the ITIL lifecycle.' Ryan Fraser, HP --Best Management Pratice

Most of the inconsistencies made in the first edition are removed during the update of the ITIL V3 core books. This is a great improvement...' Frank Eggert, MATERNA GmbH --Best Management Pratice

The updated ITIL publications are an astounding improvement over the earlier version. The language and descriptions are so clear and concise, they give the reader a much clearer appreciation of the processes and stages of the ITIL lifecycle.' Ryan Fraser, HP --Best Management Pratice

About the Author
Summary of Updates from the Author The seven-step improvement process and its relationship with the Deming Plan-Do-Check-Act cycle and knowledge management has been clarified. The CSI model has been re-named the CSI approach and the concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization. Minor changes have been made throughout the book to clarify the meaning and to improve readability. Particular emphasis has been made on documenting the interfaces from CSI to other lifecycle stages

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• Sales Rank: #7899180 in Books
• Published on: 1964
• Binding: Hardcover
• 408 pages

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PDF Ebook In Search of Respect: Selling Crack in El Barrio (Structural Analysis in the Social Sciences)

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Review

"Some of the best ethnographic research being conducted today concerns the use of crack cocaine in different inner- and outer-cities. Anthropologist Philippe Bourgois spent several years studying the crack trade in his East Harlem community...He was able to gain entry to a world of economic, gender, age, and ethnic relationships that are closed to representatives of official society." ICCA Journal"offers one of the most closely observed accounts we are likely to get of the urban crack scene...it provides a fascinating account of the obstacles crack sellers face as they seek to earn a living." New York Review of Books"Now In Search of Respect: Selling Crack in El Barrio, by Philippe Bourgois, brings the lives of these crack dealers into brilliant focus. Bourgois' raw and poignant book delivers a message about the economics of exclusion that should shake public perceptions of the inner-city drug trade....Bourgois offers us truly culturally privileged information...for anyone interested in the brutal truth about drug dealing in our inner cities, In Search of Respect is the place to look." Washington Post Book World"...[a] masterful study of the drug trade in upper Manhattan....[a] fascinating book....Bourgois' wealth of detail adds greatly to his picture of the internal logic of ghetto life....Bourgois' portraits are so carefully executed, so unflinching, that it's impossible to walk away from this book without a profoundly different perspective on the inner city." London Review of Books

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Book Description

This classic, ethnographic study of social marginalization in inner-city America , won acclaim after it was first published in 1995 and in 1997 was awarded the Margaret Mead Award. This new edition adds a prologue describing the major dynamics in America in the 1990s that have altered life on the streets of East Harlem. A new epilogue brings up to date the stories of the people Primo, Caesar, Luis, Tony, Candy who readers come to know in this remarkable window onto the world of the inner city drug trade.

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Product details

Series: Structural Analysis in the Social Sciences (Book 10)

Paperback: 432 pages

Publisher: Cambridge University Press; 2 edition (2003)

Language: English

ISBN-10: 0521017114

ISBN-13: 978-0521017114

Product Dimensions:

6 x 1 x 9 inches

Shipping Weight: 1.5 pounds (View shipping rates and policies)

Average Customer Review:

4.3 out of 5 stars

73 customer reviews

Amazon Best Sellers Rank:

#46,502 in Books (See Top 100 in Books)

In the spirit of Bourgois, let me introduce myself. I'm a suburban white woman with a background in history. I was assigned to read this book for an "Aspects of Deviance" Sociology class. Bourgois' approach to his research makes a lot of sense to me since I was taught (as a would-be historian) to take into account all backgrounds and prejudices of the author, the reader, and the characters (if applicable). Perhaps something that makes the read so easy is that the author so willingly points out his own thoughts and biases. This is not to say that our job as readers becomes only to sit back and enjoy the story, but it makes it easier to filter through the author's analyses in order to modify the conclusion for yourself. Importantly, he liberally uses transcriptions of actual dialogues with the East Harlem crack dealers whom he befriends over three-plus years. Having that kind of access to the source of his research is invaluable in judging the situation for yourself.As for the content, I can think of no better way for me to get a glimpse into that kind of life and neighborhood. One of the only other books that comes close is an autobiography by Nathan McCall called Makes Me Wanna Holler. This book covers his experience going from a gang member in the 1970's to "goin' legit" as a journalist and often revisiting the demons of his past.Because the author discusses the idea of objectivity and various definitions of it, I want to mention one movie for anyone interested in better understanding how biases affect otherwise factual accounts. Courage Under Fire is a good example of understanding how various views, motives, and biases color different people's accounts. As much as we would like it, we can never practically obtain the kind of completely unbiased, third-person view of a situation as we are given at the end of the movie, but, with practice, you can come close. This is not to say that you should be completely detached from what you read or see, but that you don't have to get bogged down in the views of others.

currently reading this novel and loving it - very moving, a difficult read (not challenging in terms of scholarly rhetoric or writing, but content). You get really invested in the characters, and Bourgois gets close and personal with these dealers and truly dissects the complexities, heart, and danger within the drug ring. I appreciate Bourgeois' awareness of his whiteness in East Harlem, and overall privilege; using this to his advantage, he comes to truly like and respect the characters in the novel. all in all an engaging, ethnographic narrative and research study with much thought and dedication put into it.

So compelling. So inspiring. So poignant. I'm so glad I read this book! How beautifully Bourgois is able to convey the issues of poor, inner-city members who give into temptation in order to do what they feel necessary for sufficient income and for basic human dignity. Few books have been able to articulate these arguments with such grace. Highly recommended to those who wish to better understand their brothers and sisters with whom it can otherwise be a challenge to relate!

This book is one of the most memorable books from college for me. It really gave me more ability to relate to all human beings. I read this for a cultural anthro course. The man who wrote this made some dangerous choices which gives more weight to the writing. The really like the writing style and found it easy to read. These are real stories of Americans.

Got this book for class in my policy grad school class. It was a good read. At times, hard to get through because the vulgarity, but super good ethnographic read.

This is like an anthropologists memoire. If I had known that I might not have started reading. Boy and I glad I did. It is a fascinating account of Puerto Ricans in NY city in the crack epidemic, their lives, their culture and their sorrows.

Interesting concept. It gives you a glimpse into a world most never see.

It is not a common thing to find an Ethnography that's actually FUN to read. This book is the exception. I highly recommend this book!

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• Published on: 1900
• Binding: Hardcover

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