Ten Steps to ITSM Success - It Governance; Esposito, Angelo; Rogers, Timothy
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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…mehr

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Produktbeschreibung
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. 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 roadmap, 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!
Autorenporträt
Jared Carstensen is an internationally recognised and renowned information security specialist working for Deloitte & Touche. He is a certified industry professional by the International Information Systems Security Consortium (ISC)2, Information Systems Audit and Control Association (ISACA), British Standards Institute (BSI), Cloud Security Alliance (CSA), City & Guilds, and the NCC (UK). Jared has contributed and led projects for numerous Fortune 500 companies, government and state bodies, financial institutions, large multinationals, intelligence and law enforcements bodies, and blue-chip firms around the world. These include projects in Ireland, the United Kingdom, the United Arab Emirates, Nigeria, South Africa and the United States. Jared has also led a number of highly complex flagship projects in West Africa, South Africa and the United States. He regularly contributes as a member of the following organisations - International Information Systems Security Consortium (ISC)2, Information Systems Audit and Control Association (ISACA), the British Standards Institute (BSI), and Standards.org. Jared has been a featured speaker at numerous international events on security and best-practice related topics, and was selected as a member of the IT Governance Expert Panel (10+ Domains) and an advisory panel member for Standards.org. JP Morgenthal is one of the world's foremost experts in IT strategy and Cloud Computing. He has been applying technology solutions to complex business problems for more than 25 years. He is a respected author and is the Lead Cloud Computing Editor for InfoQ. JP is also President of the Cloud Security Alliance Washington DC, USA Chapter. Bernard Golden is the CEO of HyperStratus, a Silicon Valley Cloud Computing consultancy which works with clients throughout the world. Bernard is the Cloud Computing Advisor for CIO Magazine and an award-winning blogger. He has been described as a Top 100 'Most Powerful Voice' in security. He is a well-known writer and speaker on Cloud Computing.