ITIL Service Management: Implementation and Operation

ITIL Service Management: Implementation and Operation

by Ahmad K. Shuja
     
 

  • 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

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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

Product Details

ISBN-13:
9781420089394
Publisher:
Taylor & Francis
Publication date:
08/26/2010
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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