December 2016
Intermediate to advanced
140 pages
2h 23m
English
book
Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition
by Suzanne Van Hove, Mark Thomas
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ACKNOWLEDGEMENTS
We would like to thank Eileen Forrester (chief executive officer (CEO), Forrester Leadership Group) and M. Lynn Penn (president, Performance and Methods Consulting) for their invaluable insights and contributions to this version. As author of CMMI for Services, Guidelines for Superior Service, Eileen’s unique perspective has broadened The Five Anchors into a new dimension. Lynn’s auditing and appraisal expertise within multiple frameworks including CMMI-DEV, CMMI-SVC, Agile and Lean Six Sigma among others, ensured the mapping accuracy across all frameworks. Without them, version 2 would not exist.
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.