It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users.Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects

    It equips readers with a detailed understanding of the issues and techniques of strategy, using illustration and application to make sense of the subject. With unique and powerful learning tools such as engaging case studies, a new strategy simulation and video assignments and having sold over 900,000 copies worldwide, "Exploring Strategy" provides a proven high quality resource that you can't do without.Explore hot topics in cutting edge issues such as innovation and entrepreneurship, strategic change and acquisitions and alliances.Consider the 'key debates' and the different strategy 'lenses' to get new perspectives and set you on your way to better grades in your assignments and exams.Follow up on the recommended readings at the end of each chapter. They will enhance your learning and give you an extra edge in your course work.Put yourself in the driving seat with the Strategy Experience simulation, which gives you practical hands-on experience of strategic decision-making in organisations.Create a personalised study plan that identifies your strengths and weaknesses, then recommends a tailored set of resources that will help to develop your understanding of strategy.Download audio and video resources, including case studies on IKEA, Land Rover and the Eden Project, that put a spotlight on strategy in practice.

    In Deals from Hell, Robert Bruner, one of the foremost thinkers and educators in this field, uncovers the real reasons for these mishaps by taking a closer look at twelve specific instances of M&A failure. Through these real-world examples, he shows readers what went wrong and why, and converts these examples into cautionary tales for executives who need to know how they can successfully navigate their own M&A deals. These page-turning business narratives in M&A failure provide much-needed guidance in this area of business. By addressing the key factors to M&A success and failure, this comprehensive guide illustrates the best ways to analyze, design, and implement M&A deals. Filled with in-depth insights, expert advice, and valuable lessons gleaned from other M&A transactions, Deals from Hell helps readers avoid the common pitfalls associated with this field and presents them with a clear framework for thinking about how to make any M&A transaction a success.

    Dread no longer: Read This Before Our Next Meeting not only explains what’s wrong with “the meeting,” and meeting culture, but suggests how to make meetings more effective, efficient, and worthy of attending. It assesses when it’s necessary to skip the meeting and get right to work. Al Pittampalli shares examples of transforming workplaces by revamping the purpose of the meeting and a company's meeting culture. This book belongs on the shelf of any employee, employer and company looking to revolutionize what it means to do "work" all day and how to do it. Simply put: Stop wasting time. Read This Before Our Next Meeting is the call to action you (or your boss) needs to create the company that does the meaningful work it was created to do.

    It is important for every person to save for one’s retirement as one can expect to live for twenty years after one retires as life expectancy of an Indian is going up steadily due to lower infant mortality and better medical care. There is a complete absence of social security safety net for most Indians today, even for those working in Government sector, there is no inflation adjusted pension available anymore. I have tried to simplify the advantages and disadvantages involved in investing your savings in various asset classes. I have deliberately left out two of the most popular forms of investment among middle class Indians 1) Life insurance 2) Real estate Let us consider life insurance first most of us confuse insurance as an instrument of savings, it is not. We have this wrong view because of the tax breaks given to income tax assesses by the Central Government. Insurance is a product that mitigates risk and is sold by the rich to the middle class and is always skewed in the favour of the insurer rather than the insured. A substantial portion of the total money invested by you goes towards paying agent’s commission and premium for insuring you for the risk of mortality. The balance left out is invested in government securities and other securities. Hence the amount of money invested out of the total premium paid is less than half paid by the insurer. The return on money invested by the policy holder is less than half of the money he would have earned either in bonds or fixed deposits. A person who needs insurance is a person whose family will need support in the event of his untimely death. Alternately insurance is required for a person who has debt in form of mortgage and does not want to burden his family in the event of his passing. The product which covers these risks is called term insurance. One should not buy insurance to avoid taxes as there is better tax saving tools available. Real estate is also considered as a good investment by several retail investors but nothing can be further from the truth. Nobody makes money by buying plots in the middle of nowhere. The easy availability of mortgages from the nineties and the tax breaks given by the Central Government on housing loans has created an unparalleled boom in the residential market. There is now a painful correction process under way in that sector. The price of land is reflexively connected to availability of money. The lower the cost of money, greater the returns in real estate. Buying plots in the middle of nowhere is similar to buying lottery tickets as investment. Land cannot be liquidated immediately into cash at a short notice to meet urgent requirements. Cost of maintenance and protection of real estate from illegal occupation is prohibitive and time consuming. Verification of title deeds to the property is a complex process and needs sound legal advice. You should have a house to live and another to collect rent as rent is equivalent of inflation adjusted pension. The return on investment generated in the three different asset classes over 25 years would be in the following order 1) Equities 2) Gold and finally 3) Debt instruments. I enjoyed writing this book as a companion volume to my first book. It is my fond hope that you enjoy reading this book.

    Such a book is Broken Windows, Broken Business, a breakthrough in management theory that can alter the destiny of countless companies striving to stay ahead of their competition. "In this vital work, author Michael Levine offers compelling evidence that problems in business, large and small, typically stem from inattention to tiny details. Social psychologists and criminologists agree that if a window in a building is broken and left unrepaired, soon thereafter the rest of the windows will be broken - and the perception will build that crime in that neighborhood is out of control. The same principle applies to business." "Drawing on real-world corporate examples, from JetBlue's decision to give fliers what they really want - leather seats, personal televisions, online ticketing - to Google's customer-based strategy for breaking out of the pack of Internet search engines, to business-to-business firms' successes and failures, Levine proves again and again how constant vigilance and an obsession with detail can make or break a business or a brand." "With tips and advice on changing any business to one that dots its i's, crosses its t's, and attracts more clients, Broken Windows, Broken Business goes straight to the heart of what makes all enterprises successful - the little things that mean a lot."--BOOK JACKET.

    This highly successful program takes a functional approach to the process of management, with a focus on active planning, leading, organizing, and controlling. Ricky Griffin's straightforward writing style and well-researched in-text examples have made this book uncommonly student-friendly. The Ninth Edition has been significantly revised to reflect the most recent issues that managers face, with a new and enhanced focus on the service sector, ethics, global management, and information technology. Additionally, the text integrates issues such as the balance of theory and practice and uses examples based on small companies and non-profit organizations to underscore the idea that management is not simply confined to large businesses.

    . . the noblest and the most infamous in the world, the finest and most vulgar on earth.” The characterization of finance as deceitful, infamous, and vulgar still rings true today – particularly in the wake of the 2008 financial crisis. But, what happened to the fairest, noblest, and finest profession that de la Vega saw?  De la Vega hit on an essential truth that has been forgotten: finance can be just as principled, life-affirming, and worthy as it can be fraught with questionable practices.  Today, finance is shrouded in mystery for outsiders, while many insiders are uneasy with the disrepute of their profession.  How can finance become more accessible and also recover its nobility? Harvard Business School professor Mihir Desai, in his “last lecture” to the graduating Harvard MBA class of 2015, took up the cause of restoring humanity to finance. With incisive wit and irony, his lecture drew upon a rich knowledge of literature, film, history, and philosophy to explain the inner workings of finance in a manner that has never been seen before. This book captures Desai’s lucid exploration of the ideas of finance as seen through the unusual prism of the humanities. Through this novel, creative approach, Desai shows that outsiders can access the underlying ideas easily and insiders can reacquaint themselves with the core humanity of their profession. The mix of finance and the humanities creates unusual pairings: Jane Austen and Anthony Trollope are guides to risk management; Jeff Koons becomes an advocate of leverage; and Mel Brooks’s The Producers teaches us about fiduciary responsibility. In Desai’s vision, the principles of finance also provide answers to critical questions in our lives. Among many surprising parallels, bankruptcy teaches us how to react to failure, the lessons of mergers apply to marriages, and the Capital Asset Pricing Model demonstrates the true value of relationships. THE WISDOM OF FINANCE is a wholly unique book, offering a refreshing new perspective on one of the world’s most complex and misunderstood professions.

    This is no ordinary "how-to" manual for CFA candidates. Written by an internationally published author who passed all three CFA exams on the first try, this book is packed with real strategies that get real results. What tactics make the difference? How do passing candidates set themselves apart? Direct Path to the CFA Charter enables you to adopt the right methods and strategies to pass the exams the first time around. With actionable takeaways, sample study schedules, and unique tips for every CFA Level, this book is for the serious candidate who not only wants to understand the CFA Program, but succeed in it.

    Written in conversational form, the book is divided into three sections - Jugaad, Junoon and Zubaan. The author speaks to people from different parts of the country who have carved a niche for themselves in different areas of business.Jugaad covers the stories of those who used grit and determination even as they observed and experimented to create a business on the road less travelled. The nine stories covered in this section give us a glimpse of the steely resolve of people who tried to do things differently from what others in their chosen industry normally do.The second section Junoon details the growth of seven entrepreneurs who were driven by a dream or a passion. They followed their interests, did not give up on their dreams and succeeded in creating ventures that were not only unique but which successfully tapped a market that nobody even knew existed.Zubaan gives us an insight into the mindset that allowed four extremely creative people who successfully channeled their immense talents to create a business platform for themselves. By tapping their talent successfully, these creative people become entrepreneurs in their own right.The book is inspirational as the readers are sure to get totally involved in the unique spirit that drove these people to the heights of success. The title of the book is inspired by Apple founder, Steve Jobs' commencement speech given at Stanford University in 2005. In his speech, Jobs said, 'You can't connect the dots by looking forward; you can only connect them looking backwards. So you have to trust in something...your gut, destiny, life, karma...'Connect the Dots tells us the story of people who trusted in themselves and grew to be truly inspirational success stories.About the AuthorRashmi Bansal is an Economics graduate from Mumbai's Sophia College. She also did her MBA from IIM Ahmad

    Useful for both practicing public executives and those who teach them, this book explicates some of the richest of several hundred cases used at Harvard's Kennedy School of Government and illuminates their broader lessons for government managers. Moore addresses four questions that have long bedeviled public administration: What should citizens and their representatives expect and demand from public executives? What sources can public managers consult to learn what is valuable for them to produce? How should public managers cope with inconsistent and fickle political mandates? How can public managers find room to innovate?Moore's answers respond to the well-understood difficulties of managing public enterprises in modern society by recommending specific, concrete changes in the practices of individual public managers: how they envision what is valuable to produce, how they engage their political overseers, and how they deliver services and fulfill obligations to clients. Following Moore's cases, we witness dilemmas faced by a cross section of public managers--William Ruckelshaus and the Environmental Protection Agency, Jerome Miller and the Department of Youth Services, Miles Mahoney and the Park Plaza Redevelopment Project, David Sencer and the swine flu scare, Lee Brown and the Houston Police Department, Harry Spence and the Boston Housing Authority. Their work, together with Moore's analysis, reveals how public managers can achieve their true goal of producing public value.

    The goal of this book is to expose you to the wisdom and knowledge from a group of the world's leading product management experts. Among the contributors, there are leading authors, professors, CEOs and vice presidents, bloggers, consultants, trainers, and even a few salespeople and engineers. In total, there are over five centuries of collected wisdom represented here.The contributors each share one rule they think is critical to succeed in product management based on their hands-on product management and product marketing experience with companies such as Apple, eBay, Intuit, SAP, and Yahoo!.Packed with pearls of product management wisdom, this book has something for everyone. You will learn: How to focus on market needs, not just individual requests How to clarify your product positioning before your next big decision How to align your product strategy with company strategy and then sell it Why agility is the key to product management success Why great execution trumps a great product ideaBest of all, it was written with the busy product manager in mind. Each rule is kept to two pages and designed to stand-on its own. The rules can be read in any order. In less than five minutes a day, you can learn from forty of the best product managers in the world. Whether you are a seasoned and experienced product manager or are just starting out, the "42 Rules of Product Management" will help you lead with greater effectiveness and influence.

    . .Mr. O'Toole puts soul and values squarely back into a vital topic, leadership."--Tom Peters The New York Times Book Review"A deeply philosophical and eminently practical study of leadership as change."--James MacGregor BurnsPulitzer Prize and National Book Award winner, and author of LeadershipCurrent management philosophy advocates an outmoded Machiavellian approach to running organizations: Leaders are told in countless books that they can only accomplish their goals by being tough, manipulative, dictatorial, or paternalistic as the situation requires.In Leading Change, noted management theorist James O'Toole proposes a provocative new vision of leadership in the business world--a vision of leadership rooted in moral values and a consistent display of respect for all followers. As O'Toole brilliantly demonstrates, values-based leadership is not only fair and just, it is also highly effective in today's complex organizations.When leaders truly believe that their prime goal is the welfare of their followers, they get results. The finest leaders--from political giants like Washington, Jefferson, and Lincoln to contemporary CEOs like Max De Pree and James Houghton--have always shared leadership with their followers. They create organizations that encourage change and self-reevaluation; they foster an atmosphere of open-mindedness and fresh thinking, in which assumptions can be challenged and goals reassessed. Grounded in the ideas of moral philosophy, Leading Change powerfully transcends the standard how-to management primer to define a challenging new approach to leadership. As O'Toole so persuasively argues, growth and change are possible, indeed necessary, and they will be effected by individuals who have the stature and the courage to lead morally. This important book, at once thought-provoking and totally practical, is bound to take its place as one of the landmark business volumes of our times."Jim O'Toole has written the essential work for organizations to survive and thrive in today's changing world. His intellectually penetrating thinking shows us how the sometimes conflicting problems we wrestle with--often in piecemeal fashion--fit together to form a complete picture, even as the picture itself continues to change. His message is so critical to the very existence of every organization that any leader who fails to heed his advice condemns his or her company to mediocrity and/or early death. It's that basic."--Warren Bennis Professor and founding chairman of the Leadership Institute at the University of Southern California Author of An Invented Life and Why Leaders Can't Lead

    And if they do it right, we believe them. A good story is where genuine customer satisfaction comes from. It's the source of profit and it's the future of your organisation. This book shows how to discover and tell authentic stories that set you and your products or service apart from the competition.

    "Looking to make a career change? Pivot is a book you will turn to again and again." —Daniel Pink, author of To Sell is Human and Drive Jenny Blake, author of Life After College and former career development program manager at Google, reveals how to methodically make your next career move by doubling down on what is already working.This book is for anyone searching for an answer to the question, "What's next?" Whether you have hit a plateau in your perfect-on-paper job, are considering taking on a new role in your current job, are thinking about starting your own business, or you want to move into a new industry altogether, one thing remains clear: your career success depends on your ability to determine your next best move.If change is the only constant, let’s get better at it.