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€ 21,99
SLA Templates - Pocket Guide

This pocket guide gives both a template and an explanation for this template for all common service level management documents.Most important in providing a service is customer satisfaction with the delivered performance. Resulting from this satisfaction, the supplier will benefit from repurchases, market promotions and recurring revenue. But as a result of this customer satisfaction, perhaps the most important benefit for the supplier is the drive for his employees to enhance their knowledge and skills, in order to satisfy even more customers. This pocket guide describes the Service Level Agreement templates needed, in order to meet customer service level requirements and gives both a template and an explanation for this template for all common service level management documents. The following templates ae included in this pocket guide: • Service Level Agreement (SLA) • Underpinning Contract (UC) • Operational Level Agreement (OLA) • Document Agreements and Procedures (DAP) • Service Catalogue • External Spec Sheet (ESS) • Internal Spec Sheet (ISS) • Service Quality Plan (SQP) • Service Improvements Program (SQP)

€ 19,99
DevOps Best Practices Pocket Guide

DevOps Best Practices - POCKET GUIDE In recent years, many organisations have experienced the benefits of using Agile approaches such as Scrum and Kanban. The software is delivered faster whilst quality increases and cost decrease. The fact that many organisations that applied the Agile approach did not take into account the traditional service management techniques, in terms of information management, application management and infrastructure management, is a major disadvantage. The solution to this problem has been found in the Dev (Development) Ops (Operations) approach. Both worlds are merged into one team, thus sharing the knowledge and skills. This book is about sharing knowledge on how DevOps teams work together. For each aspect of the DevOps process best practices are given in 30 separate articles. The covered aspects are: Plan, Code, Build, Test, Release, Deply, Operate and Monitor. Each article starts with the definition of the specifically used terms and one or more concepts. The body of each article is kept simple, short and easy to read.

€ 49,95
Agile service management with scrum researched

Many companies are starting to apply Agile software development using Scrum or Kanban or have already implemented the new development process. Sooner or later the question arises how this development process relates to the service management processes. The book “Agile Service Management with Scrum” has already addressed this interface and a number of risks per service management process have been identified. Countermeasures that can be taken are also defined. In a research at ten organisations these risks were presented, and they were asked how they deal with these risks. The research included the investigation into which Agile aspects are applied and in particular those of Scrum or Kanban. Finally, each organization has carried out a maturity assessment for both the Agile development process and the change management process. This book is the report about the research of the collaboration of Agile software development and service management processes in practice. The target group of this book includes all parties involved in the application of Agile software development and who would like to know how colleagues have shaped this crucial interface for successful service provision. In this book a short description is given of each organization about how the Agile development process has been designed.

€ 24,95
Group Problem Solving As Citizenship Education

Policy makers in Europe pursue a specific participatory approach to citizenship education, based upon a particular idea of democracy and citizenship.Policy makers in Europe pursue a specific participatory approach to citizenship education, based upon a particular idea of democracy and citizenship. In this approach, schools are required to foster certain virtues such as solidarity, empathy and an active participation that will enhance social cohesion. The present study argues that such an approach to citizenship education holds three constraints, a practical one, a political one and a fundamental one: it is not feasible for implementation in schools (practical constraint); it doesn’t explicate and justify the theory of citizenship underlying its idea of ‘good citizenship’ (political constraint); it aims at ‘making’ a certain kind of citizen in order to solve society’s problems, instead of developing students’ autonomous thinking (fundamental constraint). This study develops and justifies an alternative participatory approach to citizenship education, based on the democratic principle of group problem solving. An important part of the justification is to show that the alternative approach meets the three constraints, the practical one, the political one and the fundamental one.

€ 59,95
Service Integration & Management (SIAM) Foundation

This book in Japanese introduces service integration and management (SIAM). Its contents are the source material for the EXIN BCS Service Integration and Management Foundation (SIAM™F) certification.This book, in Japanese, introduces service integration and management SIAM). Its contents are the source material for the EXIN BCS Service Integration and Management Foundation (SIAM™F) certification. It will be useful for anyone working in a SIAM environment, whether they are a customer, a service integrator or a service provider. Drawing on experiences from companies including Atos, Sopra Steria, Syniad IT, TCS, Kinetic IT and ISG, the book describes topics including the origins of SIAM, the different SIAM structures, roles, challenges, risks and more. Service integration and management SIAM™ is a management methodology that can be applied in an environment that includes services sourced from a number of service providers. SIAM supports cross-functional, cross-process, and cross-provider integration.

€ 19,95
Nepalese novellen

Dit boek is tegelijk een liber amicorum, een bloemlezing, een stukje geschiedschrijving en een vooruitblik op de toekomst. Het werd geschreven door verstokte Nepal-adepten van zeer uiteenlopende handel en wandel. Sommige bijdragen stammen van lang geleden toen Nepal een net ontdekt juweeltje was - tenminste dat dacht iedereen - andere verhalen zijn kakelvers. Uitersten trekken elkaar aan, zegt het spreekwoord. Maar verklaart dat de passie die veel Nederlandse laaglanders gedurende de laatste 50 jaar hebben gevoeld voor Nepal, een van de hoogste maar ook armste landen ter wereld? Het woord passie wordt maar al te vaak misbruikt, maar in het kader van de belangstelling van Nederlandse zijde voor Nepal mogen we echt wel van bevlogenheid spreken. Sinds het midden van de jaren '60 van de vorige eeuw, trokken steeds grotere groepen wandelaars en cultuurliefhebbers erheen voor een - vaak behoorlijk zware - trekking door dunbevolkte bergstreken en/of een verblijf in en rond de Kathmandu-vallei waar (nog steeds) een massa tempels, kloosters en paleizen te vinden is. De beweegredenen om naar Nepal te gaan variëren - van het zoeken naar een exclusieve vakantiebeleving tot de verkenning van onbekende godsdiensten, maar ook van het bieden van ontwikkelingshulp tot het zoeken naar zakelijke mogelijkheden. Emotioneel, rationeel, edelmoedig of juist ik-gericht. Dit boek biedt een kaleidoscopisch beeld van vijftig jaar Nepal-ervaringen van sleutelfiguren als Dolf Noordijk, Toni Hagen, Sir Edmund Hillary en kroonprins Willem-Alexander. Met bijdragen van onder andere Krijn de Best, Broughton Coburn, Carroll Dunham, Katja Staartjes, Cas de Stoppelaar, Barend Toet en Sjoerd de Vries.