Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a ‘good’ service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a ‘good’ and ‘bad’ service and describing the common elements within all services that mean they either work for users or don’t.

A pract...

Note: This book is available in several languages: Dutch, Chinese, Brazilian Portuguese, English, German, French, Spanish.CONTAINS THE TEXT FOR THE FULL ISO/IEC STANDARDThis groundbreaking new title looks at the ISO/IEC 20000 Standard: the scope and the its basis on the concept of a quality management system. By explain the basic processes and functions within IT Service Management it describes for the reader some of the common concepts and definitions that are understood across the globe. It...

The primary role of the Type 42 destroyers was providing air defense for the fleet. With their long-range sensors, the ships could also act as radar pickets, sailing ahead of a task group. HMS Southampton was the eighth ship of originally destined to be a 16-ship class, of which two have been exported to Argentina. The type 42 comprised eight Batch 1 vessels, four Batch 2 and four Batch 3 Stretched Type 42.

At the end of the 5th millennium BCE, some of the vastest settlements of the time emerged on the forest steppe north of the Black Sea. The largest of these sites were found between the Southern Bug and Dnieper river. There they occur only tens of kilometres apart and are assumed to be partly coeval. The Trypillia 'mega-sites' reached sizes of up to 320 hectares with up to 3000 buildings in one place. During their peak times as many as 11.000 people could have lived in one of those settlements.

But how did people come together in these Trypillia 'mega-sites' with several thousand dwellings? How long were such sites inhabited, and how many people lived there? Were these settlements the first towns, preceding the Mesopotamian development? To address these questions, this book presents the results of the investigations at the Maidanets'ke 'mega-site'...

The ITIL pocket guides of Van Haren Publishing are since long

recognized as the industry classic guide on the topic of ITIL, in many

languages. Over the years this authoritative guide has earned its place

on the bookshelves and in the briefcases of industry experts as they

implement best practices within their organizations.

This pocket guide will provide readers with an understanding of the

ITIL 4 service management framework, by:

• understanding the key concepts of service management

• ...

An understanding of cities as open systems whose agents act on them simultaneously from below and above, influencing urban processes by their interaction with them and with each other, is replacing the simplistic debate on urban participation which asks whether cities should be organized bottom-up or top-down. This conceptualization of cities as complex systems calls for new collaborative city-making methods: a combination of collaborative planning (which already embraces various agencies and...

“Disassembled” Images takes as a point of departure Allan Sekula’s productive approach of disassembling elements in order to reassemble them in alternative constellations. Some of the most pressing issues of our time, such as human labor in a globalized economy or the claim for radical democracy, are recurrent themes in Sekula’s oeuvre and are investigated by a wide range of experts in this book. Addressing a variety of artworks, both by Sekula and other artists, the collected essays ...

Jihadist militants keep being a global threat. Many observers suggest that a transformation is likely to happen in their organisation, operation, mobilisation, and recruitment strategies, particularly after the territorial decline of the “Caliphate” of the “Islamic State.” This volume explores different aspects of the future trajectories of militant jihadism and the prospective transformation of this movement in and around Europe. The authors analyse the changing jihadist landscape a...

Most mediators are working with models - consciously or unconsciously - such as Glasl's model on Escalation, the ZOPA and the Drama Triangle, to name the best known. This book brings together almost 60 models which can be used in mediation. It includes an overview on how to apply these in practice and what its use is in a mediation. The aim of the book is to assist mediators in doing their job more effectively and thus raise the level of mediation.

Models for Mediation is a welcome contribut...

English edition of Dutch publication MEESTER VAN ELSLOO (isbn 978 94 6262 218 0).

Exhibition at Bonnefantenmuseum, Maastricht.