Service analytics studies the collection of business analytics models and tools for the improvement of IT service management processes. By analyzing related quality, cost, and productivity metrics, as well as customer interactions and social factors, organizations can effectively exploit these resources to reveal valuable insights in support of business goals, maximizing performance, quality of service, and customer satisfaction. Maximizing Management Performance and Quality with Service Analytics offers a selection of service analytics solutions for process modeling and optimization proven to drive excellence in IT service management. This book is for practitioners engaged in IT service management who are interested in delivering high-quality and cost-competitive IT services, as well as academic and industrial researchers in the fields of information technology and computer science who are advancing data analysis, modeling, and optimization methods to new emerging fields.

In Our Iceberg is Melting a simple fable about penguins illustrates how to conquer change, with profound lessons for working and living in an ever-changing world. This charming story about a penguin colony in Antarctica illustrates key truths about how we deal with the issue of change: handle the challenge well and you can prosper greatly; handle it poorly and you put yourself at risk. The penguins are living happily on their iceberg as they have done for many years. Then one curious penguin discovers a potentially devastating problem threatening their home - and pretty much no one listens to him. The characters in this fable are like people we recognize, even ourselves. Their story is one of resistance to change and heroic action, confusion and insight, seemingly intractable obstacles and the most clever tactics for dealing with those obstacles. It is a story that is occuring in different forms around us today - but the penguins handle change a great deal better than most of us. Based on John Kotter's pioneering work on how to make smart change happen faster and better, the lessons you can learn from this short and easy-to-read book will serve you well in your job, in your family and in your community. And these lessons are becoming ever more important as the world around us changes faster and faster. This edition celebrates ten years since the publication of this classic business fable with new and improved illustrations and a foreword by Spencer Johnson, author of Who Moved My Cheese?

The proper understanding and managing of project risks and uncertainties is crucial to any organization. It is of paramount importance at all phases of project development and execution to avoid poor project results from meager economics, overspending, reputation and environmental damage, and even loss of life. The Handbook of Research on Leveraging Risk and Uncertainties for Effective Project Management is a comprehensive reference source for emerging perspectives of managing risks associated with the execution and development of projects. Highlighting innovative coverage written by top industry specialists, such as complexity theory, psychological bias and risk management fallacies, probabilistic risk analysis, and various aspects of project decision making, this book is ideally designed for project and risk managers, project engineers, cost estimators, schedulers, safety and environmental protection specialists, corporate planners, financial and insurance specialists, corporate decision makers, as well as academics and lecturers working in the area of project management and students pursing PMP, PMI-RMP, ISO 31000, etc. certification. Topics Covered: Deterministic (Scoring) Risk Methodology Implications of Complexity Theory to Project Management Integration of Project Risk Management with Enterprise Risk Management, Estimating, Scheduling, Project Controls, Engineering, Operations, Strategic Bidding, Business Development, Etc. Probabilistic (Monte Carlo) Cost and Schedule Risk Analysis Project Estimating, Scheduling, and Contingency's Development Project Scoping Based on Deterministic and Probabilistic Risk Methods Psychological Aspects of Risk Management and Project Decision Making Risk-Based and Economic-Based Selection of Project Alternatives Risk-Centric Project Performance Management

The purpose of the book is to explore and demonstrate how culture and leadership interact with each other.

Contextualised through South African organisations, this exploration ignites a realisation of the power inherent in this interplay. The book further seeks to demonstrate how these interactions can impact the effectiveness and efficiency of leadership. This includes discovering the value of cognisance when measuring these impacts, understanding them both consciously and subconsciously.

This work seeks to contribute towards building effective global leaders who are in touch with reality, demonstrating how their behaviour can improve — or worsen — families, organisations, societies, countries and the world.