A Practical Guide to Service Management. Insights from industry experts for uncovering, implementing, and improving service management practices

Keith D. Sutherland, Lawrence J. "Butch" Sheets, Lisa Schwartz

Many organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability.You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs.This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice.By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.

A Prayer for My Son

Hugh Walpole

This is the story of a sadist, in this case, a grandfather with excessive ego and a thirst for satisfying his sense of strength. The boys mother, his aunt, the boy himself become a victim of his madness, and the story gathers momentum until they are forced to flee from an environment that gives him his strength. This is a skillful build-up of atmosphere and tension.

A Prince of Sinners

E. Phillips Oppenheim

Elegantly written novel, which tells about a young man who can not forgive his newly found father, because he left him and his mother. But after many living trials in many ways teach them both, they realize that there are other more important priorities and forces. A pleasant, easy-to-read, and thought-out essay.

A Prince of the Captivity

John Buchan

A classic John Buchan story of espionage during World War I. It contains several familiar Buchan elements: a motley cast of characters, Great War intrigue, the use of disguises and linguistic talents, the concept of gaining inner strength from a beloved spot in nature, man against the forces of nature in less benign settings, a race against time and evil, and sacrifice for a greater good. This is the epic story of one mans courage. Adam Melfort released from jail just before the outbreak of World War I and becomes involved in intelligence work behind enemy lines. After the war he carries on seeking adventure and tries to prevent the assassination of the German Chancellor. A Prince of the Captivity is not a story about external events, but about what happens in Adams mind and soul as he tries to rebuild his life in a new pattern. However, the external events that forge Melforts soul are drawn from the toolbox of a skillful writer of thrillers.

A Princess of Mars

Edgar Rice Burroughs

“A Princess of Mars“ is a novel by Edgar Rice Burroughs, an American fiction writer, who created such great characters as Tarzan and John Carter of Mars.   A Princess of Mars is a science fantasy novel, the first of the Barsoom series. It features the characters of John Carter and Carter's wife Dejah Thoris. Full of swordplay and daring feats, the novel is considered a classic example of 20th-century pulp fiction. The story is set on Mars, imagined as a dying planet with a harsh desert environment. This vision of Mars was based on the work of the astronomer Percival Lowell, whose ideas were widely popularized in the late 19th and early 20th centuries.  

A propos inferna. Tradycje wynalezione i dyskursy nieczyste w kulturach modernizmu skandynawskiego

Jan Balbierz

Od początku XX w. dominujący dyskurs interpretacyjny utożsamia kultury modernizmu skandynawskiego z postępem, optymizmem, emancypacją, równouprawnieniem i spełnioną utopią społeczną. Książka À propos Inferno ukazuje inne oblicze literatury i kultury północy Europy. Miejsce centralne zajmują w niej figury zejścia, ruch ku dołowi wiodący od współczesności do tradycji literackiej i kulturowej, od oficjalnej religii do heretyckich wędrówek po sferach piekielnych, od antropologii logocentrycznej do poetyki cielesności, od porządku symbolicznego do semiotycznego. Książka ukazuje procesy formowania się kanonu literackiego, konstruowania i dekonstruowania prekursorów, dialogu intertekstualnego, translacji między kulturowej a wreszcie przekraczania granic między literaturą a innymi obszarami kultury na przykładzie tekstów Augusta Strindberga, Knuta Hamsuna, Oli Hanssona i Gunnara Ekelöfa.

A Pulpit in the Grill Room

E. Phillips Oppenheim

In 1914, after seven years of service in the most famous room in the Grill Room in London, he dropped his very favorable position and went to France. In 1919, he came from a war with two crutches and many medals. He came to Paris and looked enviously at the funny scenes in the cafe, and thought that it was all over for him.

A Queen of Atlantis

Frank Aubrey

Frank Aubrey, the author of The Devil Tree of Eldorado, has ventured again to write a wild and romantic tale of adventure. A Queen of Atlantis is the second of his trilogy of novels. This story relates the discovery of a telepathic race living in the Sargasso Sea. A wonderful tale of the mythical continent, told with outstanding imaginative ingenuity, chronicling the adventures of the near-immortal Monella. The readers interest is sustained from the start and the experiences are thrilling!