Managing ITSM best practice – what’s the best approach?
Different organizations have different approaches to implementing and adopting IT service management best practice. No method is wrong or right, but it all depends on the effectiveness of your approach and if it achieves results.
Service desks now tend to have a larger workload than ever before, and so are leaning towards adopting a more cost-effective, comprehensive and less time-consuming approach.
TheITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit makes IT Service Management easier to implement and improve by providing pre-written procedures, templates and policies. Completely up-to-date with the latest editions of ITIL 2011 and ISO/IEC 20000:2011, this officially accredited toolkit will generate a straightforward and painless approach for you and your team to create, manage and update ITIL/ITSM documentation.
You may also find these titles helpful when implementing best practice ITSM:
ITIL (2011) Lifecycle Publication Suite
ITIL and Organizational Change
Practical IT Service Management - A Concise Guide for Busy Executives – Pre-order
Thought Leadership Series
ITIL Foundation Handbook (Little ITIL) - 2011 Edition
ITIL Lite: A Road Map to Full or Partial ITIL Implementation - ITIL 2011 Edition
Ever thought of becoming an ITSM consultant?
Have you ever thought about becoming an ITSM consultant? What skills would be required? Could you deliver on time and to the specifications required? How would you go about your consultancy project?
If these questions have floated around in your head for the past few months, it’s now time to unearth what it really takes to be an ITSM consultant and make your projects successful.
In the book Collaborative Consulting, the author details how to conduct successful ITSM consultancy engagements. Coverage of the book includes:
1.Consultancy methods, and how to apply the right tools for a particular job
2.Ethical consultancy – good governance and the responsibilities of a consultant
3.Analysing the enterprise, and how to incorporate corporate vision, policy and objectives into requirements
4.Using roadmaps and evaluations to build a shared vision with your client
5.Management techniques: team-building, growing capabilities, delegating and engaging staff effectively
6.Identifying, analysing and managing requirements, risks, and value in strategy and design
7.Managing change, resistance, negotiation and politics
8.Influencing senior management and the board using business cases and portfolios
9.The importance of communicating effectively
Now’s the time to put your dreams into reality with the help of Collaborative Consulting – the only guide available on how to become and function as an ITSM consultant.
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Ten Steps to ITSM Success – A Practitioner’s Guide to Enterprise IT Transformation
Angelo Esposito and Timothy Rogers
Co-published by IT Governance Publishing and itSMF USA
You’ve read the books, but…
A wealth of material has been written to describe the underlying mechanics of ITSM, but very little practical advice is available on how to implement ITSM best practices to achieve an organization’s business objectives.
The official ITIL® volumes explain what service management is, how the processes work and fit together, and why IT shops should adopt the practice, but they are notoriously vague on how to design and implement an ITSM model in a real organization.
This challenge is best understood by those with experience of transforming ineffective and expensive IT, yet most ITSM guides are authored from a purely academic standpoint.
Visit the bookstore today!
From the classroom to the real-world
This book provides guidance on implementing ITSM Best Practices in an organization based on the authors’ real-world experiences. Advice is delivered through a Ten-Step approach, with each step building upon the successes of its predecessors.
Subjects covered include -
- Documenting objectives, identifying current and future demands, analyzing service financials.
- High-level design, negotiating development priorities, creating an execution plan and road map, agreeing roles and responsibilities.
- Detailed design, building, testing, deploying.
- Monitoring and continual improvement.
Each step includes summary lists of key questions to ask and specific actions to take, and a useful business case template is included as an appendix.
A practical guide to ITSM Improvement
As organizations seek to boost revenue, cut costs and increase efficiency, they increasingly look to IT as a strategic partner in achieving these objectives.
Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is aimed at ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations.
A structured yet flexible method for achieving ITSM success! Get the book today!
About the Authors
Angelo Esposito is a Program Manager with Jacobs Technology, and is currently advising the US Navy on its Enterprise ITSM transformation. Angelo is a former CIO with over 25 years’ experience gained in a variety of sectors including commercial, non-profit and government.
Timothy Rogers is a consultant specializing in service management, governance and continual improvement. Timothy is a former CTO with over 15 years’ experience working with high-tech start-ups, financial services firms and large government clients.
Don't wait, get the book today!
A definitive guide to IT Service Management Metrics based on ITIL® and other service management frameworks and standards.
IT service metrics: Manage them. Measure them. Make them work for you.
Co-published by IT Governance Publishing and itSMF USA
Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business?
Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business – this book will show you how to do this, too.
Measure the effectiveness of your IT service provision
Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to:
- Ensure economical use of resources through greater understanding of current performance
- Identify areas for improvement
- Justify (or otherwise) and manage expenditure
- Inform the decision-making process and drive change within the organization
- Save money by reducing waste (resource, time, money, etc.)
- Fine-tune the services offered, thereby strengthening customer loyalty.
Based on ITIL® and other service management frameworks and standards
Up-to-date, based on the ITIL® framework, as well as COBIT®, PMI®, ISO/IEC 20000 and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you:
• How to integrate metrics into your business
• What to consider when gathering and reporting information
• How to maximize the usage of metrics in order to ensure value for money from the system
• How to secure and protect your company's metrics.
THE definitive guide you can't afford to be without!
Visit the Online Bookstore now!
About the authors
Kurt McWhirter has more than 30 years' experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL® Expert and ISO/IEC 20000 Consultant and is an ITIL® Trainer accredited with EXIN and APMG® for all ITIL® 2007/2011 courses. Kurt is a recognized authority on using the ITIL® framework to focus on business requirements that deliver high-quality solutions to customers.
Ted Gaughan has more than 25 years' experience in business/technical strategic development, program/project management, and IT engineering and operations management. He is a certified Project Management Professional (PMP®), Process Design Engineer (CPDE®), ITIL® Expert, ISO/IEC 20000 Consultant and TIPA Lead Assessor. He has managed numerous large enterprise IT project portfolios, applying ITIL®-based processes to maximize the utility of delivered results.
Thought Leadership Series
This book is the first book to be published in the itSMF USA Thought Leadership series, formed through a co-publishing partnership between itSMF USA and IT Governance Publishing. The current and future books in the series have a focus on the application of practical service management best practices that deliver real value.
Get this book now!
IT That Matters - A Guide to Maximizing the Strategic Value of IT
This guide will show you how to transition your IT from being a organizational cost to a strategic asset. On sale now! (Members, use your itSMF USA discount to get 10% off.)
An official itSMF International title that details how to realize IT as a strategic asset of the organization - buy today!
This pocketbook details an approach you can follow in order to realize IT as a strategic asset of the organization. It details a maturity model with and eight imperatives that must be imprinted within an organization in order to ensure IT is a net contributor to the organization instead of the dead-weight around its neck.
Organizations that have used this approach and reach the maximum level of maturity - Integrated and Optimized - have in place systems where every dollar spent on IT yields a return that is measured in business terms.
Key Features and Benefits
- A pocketbook written for executives, this guide is written in plain English allowing for easy comprehension of the key message within.
- Provides a clear roadmap that organizations can follow in order to realize IT as a strategic asset of the organization, through fixing the basic infrastructure to defining an organizational structure.
- Endorsed by itSMF International, the best practice organization representing the service management industry. Thus assuring you of the quality of the material in the book.
We also offer this book in our itSMF Book Suite. More information on the itSMF Book Suite below.
Click this link to order this official itSMF publication today!
Members, use your itSMF USA discount to get 10% off!
The itSMF Book Suite represents the latest best practice service management advice in one bundle!
This bundle of books includes all the very latest (autumn/winter 2011) best practice information for service management professionals from itSMF International in one kit.
Topics covered include:
Principles and practice of IT service management (ITSM)
ITSM tools - selection and implementation
Green service management
Realizing IT as a strategic asset
The books included in this bundle are as follows:
Key Features and Benefits:
Includes all the latest itSMF International books in one bundle - buy with one mouse click whilst saving money
All of the books included in this bundle are written by authoritative figures on the subject of ITSM - Sharon Taylor, Robert Falkowitz, Ian Salvage, Karen Ferris and Dennis Ravenelle. This proves the relevance, quality and authority of these books.
All of the books in this bundle are bang up to date. This makes them some of the most up-to-the-minute titles on service management.
ITIL Service Strategy
ITIL Service Strategy provides guidance on how to design, develop, and implement service management, not only as an organizational capability but also as a strategic asset. Guidance is provided on the principles underpinning the practice of service management. This guidance is useful for developing service management policies, guidelines and processes across the ITIL Service Lifecycle.
What's Changed in this Version of ITIL Service Strategy?
The update does not make the guidance more complex. It is designed to ensure that the books relate more clearly to one another, anomalies are corrected and that the content is conveyed in a clear and concise manner.
The feedback from users is that Service Strategy needed most improvement in this regard. Most of the concepts will remain the same, but the wording of these concepts and how they are explained will change.
Update Your Complete ITIL Lifecycle Publication Suite
See our FAQ paper for more details about the ITIL 2011 update.
The ITIL titles are structured to be read as a five title series, each building on the work of the other. The links between the titles have been enhanced and made clearer in the new versions.
Book Review Volunteers Needed!
Who doesn't love free books? We are looking for volunteers to review current ITSM-related
books in the context of practical resources to fulfill real-world business needs. A review should be no longer than a single page and should "leap off the page.”
IT Governance will supply books at no cost to you for review. Once a book has been received by the reviewer, it would be expected that a review would be submitted to itSMF USA within two months for inclusion within a newsletter.
Questions that will prompt the reviewer for ideas of what to cover in their review:
- The key question: "Will the book work for the readership in the way intended?”
- Is the title appropriate, or could it be improved?
- Is theory kept to manageable levels, such that a non-expert can understand?
- Does the book seem comprehensive, or are there some obvious omissions?
- Should any other resources (books, web links, etc.) be referenced?
- What do you see as the market(s) for the book?
We appreciate as much additional opinion as you are able to give. Thank you, in advance, for taking the time to review publications.priSM CPDs are available for your published reviews!