ITIL Service Management: Implementation and Operation

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Overview

  • Who are our customers?
  • What services do we offer our customers and are they willing to pay for these?
  • Would our customers choose another provider?
  • Do we measure our performance in terms of our customers' business performance?
  • Does our governance model allow us to identify and make wise investments?
  • Do we need to align ourselves and integrate with our customers? Where do we start? How can we achieve it while making business benefits transparent and keeping the sponsorship alive?

Answering these questions and more, ITIL® Service Management: Implementation and Operation focuses on how to achieve the best return from your IT service management implementation investment, in the least possible time. It discusses the key challenges organizations experience as they leverage ITIL® Version 3 to achieve desired transformations—including the approaches adopted to address those challenges. It includes templates, checklists, implementation patterns, and detailed plans for each pattern to kick start your implementation efforts.

Detailing the components needed to implement, operate, and optimize ITIL service management, the text explains the organizational architecture required to achieve Business-IT integration within ITIL. Complete with case studies, examples, problems, and access to additional resources on the author’s website, the book illustrates how to achieve service management excellence with ITIL—in a way that’s seamless to your customers and enables the delivery of business value effectively, visibly, and efficiently.

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Editorial Reviews

From the Publisher
Achieving service excellence is a non-trivial undertaking with failure and under-performance just as common as success. This book does a thorough job in explaining how to assure desired outcomes. Its incremental and iterative approach to implementing service management is fortified with enterprise architecture principles and methods, thereby ensuring performance levels enterprise-wide.—Majid Iqbal, Author of ITIL®v3 Service StrategyShuja, a Business Service Management consultant and expert on the ITILv3, a uniform system of IT service standards implemented by the British government, presents this guide to maximizing the benefits of implementing these Business Service Management principles. The work is divided into four sections covering organizational transformation, iterative and incremental strategy implementation, planning Business Service Management and the operation of Business Service Management. Intended for high level IT managers or corporate chief information officers, this work offers tutorials, case studies and practical examples for optimizing the standards of IT service delivery outlined in the ITIL v3. Access to additional online content is provided.—In Research Book News, booknews.com
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Product Details

  • ISBN-13: 9781420089394
  • Publisher: Taylor & Francis
  • Publication date: 8/26/2010
  • Edition number: 1
  • Pages: 554
  • Product dimensions: 7.20 (w) x 10.00 (h) x 1.20 (d)

Meet the Author

Ahmad K. Shuja, (www.shuja.info), is an accomplished IT executive who has worked at some of the major financial services (Citigroup Inc., Merrill Lynch & Co., and others) and management consulting organizations (Ernst & Young Inc. / Cap Gemini Ernst & Young Inc., and others) around the globe. He has a proven track record of successfully enabling organizations to build and manage high-quality, software-intensive products and services.

Ahmad is the Founder and President of Xceedure Inc. This company provides expert advisory and consulting as well as a range of training services in ITILv3 / IT Service Management (ITSM), Enterprise Architecture Development and Management, and Business Process Management.

Ahmad holds graduate degrees from Massachusetts Institute of Technology (MIT), University of Oxford, and University of Toronto. He also holds numerous professional certifications, including ITILv3 Expert, Project Management Institute (PMI) Project Management Professional (PMP), Software Engineering Institute (SEI) Certificate in Capability Maturity Model Integration (CMMI), and Certified RUP Specialist, to name a few. Ahmad is an author of "Rational Unified Process: Reference and Certification Guide", and "ITIL: Service Management Implementation and Operation". He also speaks at professional forums like SPIN and itSMF.

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Table of Contents

Introduction
An Overview of BSM Service Tree The Nature of Business Enterprises and BSM Evolution, Transformation and Governance Aligning Transformational Drivers

Integrating IT with Business
ITSM, BSM, and Business–IT Integration Positioning IT Organization and Establishing the Vision Is Business–IT Integration Right For Us?
Aligning Business and IT Strategies Business Process and Business–IT Integration Business Processes, Business Services, and Technical/IT Services Enabling Business Processes Business Service Management and Business Process Management Factors Impacting Service Management Implementation Measuring Business–IT Integration

Service Management Implementation Overview
BSM at a Restaurant BSM at a Mature IT Organization: The Target State Challenges Faced by Less Mature IT Organizations What Can BSM Do to Help?
Difficulties Associated with Implementing BSM ITIL v3 and Common BSM Implementation Practice Key Service Management Implementation Components

ITERATIVE AND INCREMENTAL APPROACH TO IMPLEMENTING BUSINESS SERVICE MANAGEMENT

Iterative and Incremental Service-Oriented Service Management Implementation: An Introduction
Purpose of i2-SOSMI Implementing One "Slice" of BSM Vision at a Time The i2-SOSMI Architecture Disciplines Phases Iterations High-level i2-SOSMI Iteration Activities The i2-SOSMI Patterns

Discipline: Project Management
Purpose Objectives Work Breakdown Structure Project Management Workflow Plan Execute Monitor and Control Close Primary Roles and Responsibilities Key Artifacts

Discipline: People and Organization
Purpose Objectives Work Breakdown Structure People and Organization Workflow Envision the Organization Assess Existing Organizational Structures and Peoples’ Competencies Design the Desired Organization Implement and Manage the Organizational Transformation Continually Review and Align Primary Roles and Responsibilities Key Artifacts

Discipline: Continual Service Improvement Institutionalization
Purpose Objectives Work Breakdown Structure Workflow Establish CSI Operate CSI Institutionalize CSI Key Artifacts

Discipline: Business Service Improvement and End- to-End Business Service Management Implementation
Purpose Objectives Work Breakdown Structure Workflow Plan Business Service Improvement and End- to-End BSM Implementation Improve and Align Service Strategy Components Improve Service Design Components Improve Service Transition Components Improve Service Operations Components Primary Roles and Responsibilities Key Artifacts Key Concepts

Discipline: Service Management Process Improvement
Purpose Objectives Work Breakdown Structure Plan Service Management Process Improvement Establish Process Vision and Strategy Assess AS-IS Process Performance Identify Gaps and Opportunities Design TO-BE Process and Document-Related Requirements Achieve Quick Wins or Quick Fi Primary Roles and Responsibilities Key Artifacts Key Concepts

Discipline: Business Service Management Technology Architecture and Integration
Purpose Objectives Work Breakdown Structure Define BSM Technology Strategy and Architecture Assess the AS-IS BSM Technology Landscape Analyze TO-BE Process and Desired Capabilities Identify BSM Tools and Assess Alignment Develop TO-BE BSM Solution Architecture and Related Standards Primary Roles and Responsibilities Key Artifacts

Discipline: Business Service Management Technology Delivery
Purpose Work Breakdown Structure Develop Detailed Design of BSM Solution Implement BSM Solution Test BSM Solution Deploy BSM Solution Primary Roles and Responsibilities Key Artifacts

Iterative and Incremental Service-Oriented Service Management Implementation Life Cycle: Phases and Iterations
The i2-SOSMI Life Cycle Life Cycle Phases and Objectives Rapid Service Improvement Framework Foundation Design Align Integrate Overview of a Typical Iteration Visualize Iteration Architect Iteration Realize Iteration

PLANNING AND IMPLEMENTING BUSINESS SERVICE MANAGEMENT

Business Service Management Road Map
Critical Aspects of BSM Implementation BSM Implementation Road Map Critical Success Factors

Business Service Management Implementation Planning
Factors to Consider When Building a Detail Plan Building on the BSM Road Map BSM Implementation Patterns BSM Project Work Streams Common Challenges or Opportunities Critical Success Factors BSM Implementation Project Plan Template Common Challenges or Opportunities Critical Success Factors BSM Implementation Project Plan Template

Implementing Business Service Management
Iterative and Incremental BSM Implementation Measuring and Communicating Improvements Service Catalog—The Foundation for BSM Implementation Common Challenges and Risks

OPERATING BUSINESS SERVICE MANAGEMENT

Operating Business Service Management
Business and IT: Integration and Traceability Measures of Operational Performance Key Aspects of Effective Operations IT Outsourcing and BSM

IT Service Management, Enterprise Architecture, and Service-Oriented Architecture—Effective Enablement of Business Service Management
Unifying EA, ITIL v3, and BSM Extended Service Life Cycle EA and ITIL v3-Driven Conceptual Organizational Architecture Bringing EA and BSM Together—Unified BSM Appendix A: Sample IT Service Catalog Appendix B: Business Service Management Project Charter Template Appendix C: Business Service Management Implementation Project Communication Strategy and Plan Template

Each chapter begins with an Introduction and concludes with a Summary

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