In this book, the authors draw upon their extensive experiences in small and medium sized organizations to provide a 'practical and application-oriented path' to address the many challenges in the world of IT service management. Their approach is based upon the FitSM framework, distinguishing 82 concise requirements. It draws upon the ISO/IEC 20000 standard and the COBIT and ITIL frameworks. These requirements help organizations see through the details into what is important.
The author's motto, drawn from FitSM, is "keep it simple", describing 'what' needs to be done, and focusing on 14 core processes - reducing the size and complexity of an ITSM adoption. As the authors stress, those requiring more can look to ITIL, COBIT or other extensive frameworks.
For the authors, the strength of the FitSM approach lies in the focus on the 'requirements' to be met for a functioning IT service management system, supported by the 'maturity assessment' that provides a reference point for continual improvement. Continual improvement needs to be a core capability.
Another point of attention is improving maturity "in small steps with small changes", with an emphasis on addressing the all-important 'People' factor. These small improvements are enabled by an easy-to-implement, simply structured approach, backed up by a role model, templates and implementation guides. The implementation guidance will appear in a separate Volume 2.This second book on FitSM might also interst you:{{widget type="Magento\CatalogWidget\Block\Product\ProductsList" template="Magento_CatalogWidget::product/widget/content/grid.phtml" anchor_text="" id_path="" show_pager="0" products_count="1" condition_option="sku" condition_option_value="978940181294C" type_name="Catalog Products List" conditions_encoded="^[`1`:^[`aggregator`:`all`,`new_child`:``,`type`:`Magento||CatalogWidget||Model||Rule||Condition||Combine`,`value`:`1`^],`1--1`:^[`operator`:`()`,`type`:`Magento||CatalogWidget||Model||Rule||Condition||Product`,`attribute`:`sku`,`value`:`978940181294C`^]^]" sort_order="position_by_sku"}}
Sprache
Verlagsort
Zielgruppe
Dateigröße
ISBN-13
978-94-018-1253-5 (9789401812535)
Schweitzer Klassifikation
1 Introduction
1.1 History of FitSM
1.2 The structure of FitSM
1.3 FitSM as a lightweight approach
1.4 Principles of the FitSM approach
1.5 Related standards and frameworks
1.6 Practical implementation
2 Basic concepts and important terms
2.1 IT service management
2.2 Service management system (SMS)
2.3 Service management plan
2.4 IT service, service provider and service level
3 General requirements
3.1 Commitment and responsibility of top management
3.2 Type and scope of documentation
3.3 Scope and stakeholders of service management
3.4 Continual improvement (Plan-Do-Check-Act)
4 Offer and Agree
4.1 Customer Relationship Management
4.2 Service Portfolio Management
4.3 Service Level Management
5 Plan and Ensure
5.1 Supplier Relationship Management
5.2 Service Availability & Continuity Management
5.3 Capacity Management
6 Monitor and Roll out
6.1 Release & Deployment Management
6.2 Change Management
6.3 Configuration Management
7 Eliminate and Prevent
7.1 Incident & Service Request Management
7.2 Problem Management
8 Report and Improve
8.1 Service Reporting Management
8.2 Continual Service Improvement Management
9 Protect and Secure
9.1 Information Security Management
10 Federated IT infrastructures
Summary and outlook
