Change Manager

Foreword Acknowledgement Abbreviations Glossary 1. INTRODUCTION 2. OVERVIEW OF THE MANAGEMENT OF CHANGE Introduction to service management Introduction to change management 3. THE ROLE OF CHANGE MANAGER Purpose of the role Attributes, knowledge and skills Skills Framework for the Information Age Roles and responsibilities Interfaces and dependencies 4. TOOLS, METHODS AND TECHNIQUES Implementation, improvement techniques and practices Methods and techniques Control, measurement and reporting methods Review and audit of change management activities Use of change management techniques Standards and frameworks Tools CAREER PROGRESSION AND RELATED ROLES CASE STUDIES APPENDICES