ITSM Value Streams: Transform opportunity into outcome

by David Billouz, Akshay Anand, Rajiv Dua, Mark Smalley

Overview

ITSM Value Streams is a comprehensive guide to organizations on how to effectively utilise IT services to achieve business outcomes. It emphasizes the importance of understanding the value streams that flow through an organization and how IT services can be configured and applied to co-create value between IT service providers and consumers. The book provides practical insights on how to identify and eliminate anti-patterns, while introducing ways of working that reduce waste and frustration. By focusing on the bigger picture and providing fast feedback, teams are able to improve their work and contribute to the overall success of the organization. This is an essential resource for people in IT service management, IT managers, IT service managers, consultants and offers the chance to learn how to apply value stream thinking to achieve their IT service management objectives and also to get familiar with value management concepts.

Product Details

ISBN-13:	9781780176093
Publisher:	BCS, The Chartered Institute for IT
Publication date:	06/22/2023
Sold by:	Barnes & Noble
Format:	eBook
Pages:	200
File size:	8 MB

About the Author

David Billouz is an ITIL Master with 20+ years of experience in ITSM. Akshay Anand is an ITSM architect, author, and keynote speaker with over 25 years' experience. Mark Smalley is an independent writer, speaker and bridge-builder with 45 years of IT management experience. Rajiv Dua is an experienced ITSM consultant with over 20+ years of experience.

Table of Contents

1. Why and how should I read this book
2. Common symptoms in service management
3. Anti-patterns in service management
4. What are the desired results?
5. How can value streams help achieving the desired process conditions?

Editorial Reviews

A brilliant step-by-step book that literally shows us how to manage IT by business value—how to deliver IT value rather than just talking about it—with great examples along the way.

Hank Marquis PhD FBCS CITP

Value streams are a critical yet often unrecognized topic for the realisation of value through IT. There is a rapidly increasing recognition of the importance of focusing on value streams that makes this book both a valuable and timely resource for IT managers. ITSM Value Streams offers a deep-dive into the topic written by industry-recognised authors and subject-matter experts. However, far from being a theoretical treatise, it contains numerous practical techniques, profusely illustrated with case studies that will allow the reader to understand and deploy value stream thinking to beneficial effect within their organisations.

John Sansbury

This book is a great add to any service management professional’s bookshelf. Not only does it discuss the concepts and considerations for application of value stream mapping as part of service management, but it also provides practical advice and guidance for using a value stream approach to service management. The use of value stream mapping helps service managers take a holistic approach (not just a technology-based or IT-centric view) to service management - a key for success!

Doug Tedder

ITSM Value Streams is the perfect read for professionals seeking to excel in the service management world. With clear objectives in mind, it presents practical strategies to define valuable opportunities, expedite service component delivery, and minimize technical disruption. The book dives into effective practices that enhance performance, such as maximizing potential value, ensuring timely delivery, maintaining undisrupted operations, and optimizing cost and effort. Moreover, it provides valuable templates, tools, and techniques to identify and overcome impediments that hinder objectives, making it a really good resource for ITSM practitioners.

Dr. Mauricio Corona

ITSM Value Streams will quickly become the go to resource for anyone wanting to apply proven Lean and Agile techniques to the ITSM world. This title offers a case study alongside a host of accessible examples and anecdotes which really bring the concepts to life. Whether using this book as a novice or expert there is real value in the very practical and systematic way it approaches the topic. Highly recommended.

Barry Corless

This book provides practical guidance on IT value streams, value stream mapping, and overcoming obstacles in achieving IT Service Management goals. It emphasizes customer satisfaction, transitioning to a product and service focus, and driving cultural and behavioural change. With its insightful approach, this book offers valuable tools for IT professionals. Its actionable advice and emphasis on real-world applications make it a go-to resource. Its comprehensive coverage ensures it will be a useful reference for repeated consultation. Highly recommended.

Chris Evans MBCS

Value Stream Management (VSM) is having a renaissance thanks to digital transformation and its key enabler, DevOps, so ITSM Value Streams is a timely contribution of practical advice to help the Ops side of the house harness VSM approaches to improve their efficiency and effectiveness to delight customers. To be successful with VSM, organisations need to adopt these ways of working across the entirety of their value streams, so this book is invaluable for ITSM professionals seeking to understand what this means for them.

Helen Beal