The Practical Guide To World-Class IT Service Management

The Practical Guide To World-Class IT Service Management

Author: Kevin J. Smith

Publisher: Outskirts Press

Published: 2017-03-21

Total Pages: 459

ISBN-13: 057818897X

DOWNLOAD EBOOK

This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.


Effective IT Service Management

Effective IT Service Management

Author: Rob Addy

Publisher: Springer

Published: 2010-11-19

Total Pages: 0

ISBN-13: 9783642092268

DOWNLOAD EBOOK

This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products.


Systems, Software and Services Process Improvement

Systems, Software and Services Process Improvement

Author: Andreas Riel

Publisher: Springer Science & Business Media

Published: 2010-08-19

Total Pages: 316

ISBN-13: 3642156657

DOWNLOAD EBOOK

A typical characterization of EuroSPI is reflected in a statement made by a c- pany: “. . . the biggest value of EuroSPI lies in its function as a European knowledge and experience exchange mechanism for SPI and innovation. ” Since its beginning in 1994 in Dublin, the EuroSPI initiative has outlined that there is not a single silver bullet to solve SPI issues, but that you need to understand a c- bination of different SPI methods and approaches to achieve concrete benefits. The- fore each proceedings volume covers a variety of different topics, and at the conf- ence we discuss potential synergies and the combined use of such methods and - proaches. These proceedings contain selected research papers for five topics: Section I: SPI Tools Section II: SPI Methods Section III: SPI in SMEs Section IV: Economic Aspects of SPI Section V: The Future of SPI Section I presents studies on SPI tools. The authors provide an insight into new tools which can be used for SPI. Willem Bekkers et al. present a new assessment method and tool for software product management. Ismael Edrei-Espinosa-Curiel et al. illustrate a graphical approach to support the teaching of SPI. Paul Clarke and coworkers deal with an analysis and a tool to help real adoption of standards like ISO 12207 and they focus on SPI implementation and practices. Esparanca Amengual et al. present a new team-based assessment method and tool.


Service Management

Service Management

Author: Richard Normann

Publisher:

Published: 1991-05-03

Total Pages: 216

ISBN-13:

DOWNLOAD EBOOK

Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.


The ITSM Process Design Guide

The ITSM Process Design Guide

Author: Donna Knapp

Publisher: J. Ross Publishing

Published: 2010-08-15

Total Pages: 257

ISBN-13: 1604270497

DOWNLOAD EBOOK

The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.


Information Technology Governance and Service Management: Frameworks and Adaptations

Information Technology Governance and Service Management: Frameworks and Adaptations

Author: Cater-Steel, Aileen

Publisher: IGI Global

Published: 2008-08-31

Total Pages: 495

ISBN-13: 1605660094

DOWNLOAD EBOOK

Increasingly, information technology governance is being considered an integral part of corporate governance. There has been a rapid increase in awareness and adoption of IT governance as well as the desire to conform to national governance requirements to ensure that IT is aligned with the objectives of the organization. Information Technology Governance and Service Management: Frameworks and Adaptations provides an in-depth view into the critical contribution of IT service management to IT governance, and the strategic and tactical value provided by effective service management. A must-have resource for academics, students, and practitioners in fields affected by IT in organizations, this work gathers authoritative perspectives on the state of research on organizational challenges and benefits in current IT governance frameworks, adoption, and incorporation.


Strategic Project Management Transformation

Strategic Project Management Transformation

Author: Marc Resch

Publisher: J. Ross Publishing

Published: 2011-06-15

Total Pages: 273

ISBN-13: 1604270640

DOWNLOAD EBOOK

In today's challenging commercial environment, many business projects are now categorized as strategic investment with the primary concern being value impact on an organization's bottom line. This title equips project managers with the skills necessary to effectively manage projects as strategic investments.


ITIL Service Strategy

ITIL Service Strategy

Author: Great Britain. Cabinet Office

Publisher: Stationery Office/Tso

Published: 2011

Total Pages: 483

ISBN-13: 9780113313044

DOWNLOAD EBOOK

This volume provides updated guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.


The Effective Manager

The Effective Manager

Author: Mark Horstman

Publisher: John Wiley & Sons

Published: 2016-07-05

Total Pages: 217

ISBN-13: 1119244609

DOWNLOAD EBOOK

The how-to guide for exceptional management from the bottom up The Effective Manager is a hands-on practical guide to great management at every level. Written by the man behind Manager Tools, the world's number-one business podcast, this book distills the author's 25 years of management training expertise into clear, actionable steps to start taking today. First, you'll identify what "effective management" actually looks like: can you get the job done at a high level? Do you attract and retain top talent without burning them out? Then you'll dig into the four critical behaviors that make a manager great, and learn how to adjust your own behavior to be the leader your team needs. You'll learn the four major tools that should be a part of every manager's repertoire, how to use them, and even how to introduce them to the team in a productive, non-disruptive way. Most management books are written for CEOs and geared toward improving corporate management, but this book is expressly aimed at managers of any level—with a behavioral framework designed to be tailored to your team's specific needs. Understand your team's strengths, weaknesses, and goals in a meaningful way Stop limiting feedback to when something goes wrong Motivate your people to continuous improvement Spread the work around and let people stretch their skills Effective managers are good at the job and "good at people." The key is combining those skills to foster your team's development, get better and better results, and maintain a culture of positive productivity. The Effective Manager shows you how to turn good into great with clear, actionable, expert guidance.