Board IT Service Management - Global Best Practices, Volume 1

1. Auflage 2008
ISBN: 978-90-8753-198-0
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 662 Seiten

Reihe: ITSM Library

A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.

Autoren/Hrsg.

Board, Editorial

Inhaltsverzeichnis

1;Foreword;6
2;Acknowledgements;12
3;Introduction;19
4;Chapter 1 Trends, visions and analysis of ITSM market;22
4.1;1.1 Introduction;24
4.2;1.2 Topics and trends in ITSM;26
4.3;1.3 Whose service is it anyway?;30
4.4;1.4 The next ROI frontier - The IT service lifecycle (ITIL V3);34
4.5;1.5 Integrate project and IT service management for better quality of IT services;38
4.6;1.6 IT service management certification and standardization;42
4.7;1.7 IT and business misalignment – A cure;44
4.8;1.8 How will the relevance and importance of IT service management change over the next five years?;48
4.9;1.9 Visions of the future: The IT Swami’s seven visions of the future of ITIL;52
4.10;1.10 How might our best practice evolve?;56
4.11;1.11 Improved governance must deliver value from IT;60
5;Chapter 2 Governance;64
5.1;2.1 Introduction;66
5.2;2.2 Best practices in IT governance and alignment;68
5.3;2.3 Shop Floor IT governance;78
5.4;2.4 A new paradigm for IT governance in the Extended Enterprise;86
5.5;2.5 Future-proof compliance: Fact or fable?;104
5.6;2.6 Does ROI matter? Insights in the true business value of IT;116
5.7;2.7 Managing IT chains in large organizations: A transition process;136
6;Chapter 3 Demand, portfolio and sourcing;158
6.1;3.1 Introduction;160
6.2;3.2 Demand on demand;164
6.3;3.3 The art of Business Service Management: A rebellious service portfolio practice;178
6.4;3.4 Next generation IT performance management;194
6.5;3.5 Outsourcing: To be, or not to be in control, that is the question;212
6.6;3.6 Business Service Orchestration: Delivering single-source performance in a multi-source world;234
7;Chapter 4 Awareness and implementation;248
7.1;4.1 Introduction;250
7.2;4.2 Using simulations to increase the success of your ITSM initiative;252
7.3;4.3 Applying the five disciplines of the learning organization to ITIL;268
7.4;4.4 ABC of ICT V3;282
8;Chapter 5 Organization;314
8.1;5.1 Introduction;316
8.2;5.2 Out of one silo and into another;318
8.3;5.3 The Process Management Matrix (PMM), variations in process management;334
8.4;5.4 Improving the IT organization using the team model (MOF);350
9;Chapter 6 Modeling;366
9.1;6.1 Introduction;368
9.2;6.2 Rapidly designing detailed IT processes;370
9.3;6.3 Functions and processes in IT management;390
10;Chapter 7 Processes;412
10.1;7.1 Introduction;414
10.2;7.2 Integrating configuration management into existing processes;416
10.3;7.3 Bringing wisdom to ITSM with the Service Knowledge Management System;436
10.4;7.4 Starting right with the service portfolio & service catalog in the information age;446
10.5;7.5 Service catalog management - Best practices and practical advice;462
10.6;7.6 Request fulfillment - Ten best practices for managing IT service requests;476
10.7;7.7 The unclear relationship between change, release and project management;488
11;Chapter 8 Standards and frameworks;508
11.1;8.1 Introduction;510
11.2;8.2 ISO/IEC 20000: The compass to guide your path in the best practice universe;512
11.3;8.3 The Viable Services Model: Service quality, service interdependence and service completeness;536
11.4;8.4 Bridging the gap between business and technology;556
11.5;8.5 The Application Services Library, adapted to the IT-services world of the future;572
12;Chapter 9 Metrics;588
12.1;9.1 Introduction;590
12.2;9.2 How to implement metrics for IT service management;592
12.3;9.3 The itSMF benchmark;616
12.4;9.4 Selecting business-relevant metrics;628
12.5;9.5 The power of Six Sigma for ITIL Continual Service Improvement;638
13;Chapter 10 Indexes;652
13.1;10.1 Titles;654
13.2;10.2 Authors;656