Front Cover -- Copyright -- CONTENTS -- LIST OF FIGURES AND TABLES -- AUTHOR -- ABBREVIATIONS -- PREFACE -- 1 INTRODUCTION -- WHY CHANGE? -- SERVICE IMPROVEMENT -- THE ROLE -- KEY FACTORS -- SUMMARY -- 2 OVERVIEW OF THE FIELD -- INTRODUCTION TO CONTINUAL SERVICE IMPROVEMENT -- PROMOTION OF CONTINUAL SERVICE IMPROVEMENT -- COORDINATION OF IMPROVEMENT ACTIVITY -- RECORDING OF IMPROVEMENT ACTIVITY -- PROVISION OF ADVICE AND GUIDANCE -- MEASUREMENT -- REPORTING -- 3 THE ROLE -- PURPOSE AND OBJECTIVES OF THE ROLE -- SCOPE -- OWNERSHIP -- STRATEGY -- SKILLS -- RESPONSIBILITIES -- INTERFACES AND DEPENDENCIES -- 4 TOOLS, METHODS AND TECHNIQUES -- STANDARDS -- LEADING PRACTICE FRAMEWORKS, PROCEDURES AND PROCESSES -- TOOLS -- TOOLING OPTIONS -- TECHNIQUES -- SERVICE MEASUREMENT -- METRICS AND MEASUREMENT -- CRITICAL SUCCESS FACTORS AND KEY PERFORMANCE INDICATORS -- 5 CAREER PROGRESSION AND RELATED ROLES -- CAREER PROGRESSION -- RELATED ROLES -- 6 CASE STUDY -- MONTHLY REPORTING -- SERVICE IMPROVEMENT FORUM -- PROCESS WORKSHOPS -- WORKING WITH SERVICE MANAGERS -- PREPARATION FOR AN EXTERNAL AUDIT -- SUPPORTING THE INCIDENT MANAGER IN PLANNING A MAJOR PROCESS CHANGE -- PLANNING AND ORGANISATION -- APPENDIX: SERVICE MANAGEMENT FRAMEWORK TEMPLATE -- REFERENCE -- INDEX -- Back Cover.