#html-body [data-pb-style=ACWA3AW],In this book, the authors draw upon their extensive experience 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.
This second book on FitSM provides practical tips and advice on how to use FitSM for small and medium sized IT service providers and IT departments.This first book on
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978-94-018-1295-5 (9789401812955)
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A. Introduction and overviewA.1 Purpose of the bookA.2 Two books - theory and practiceA.3 Example companies A.4 Continual improvement and auditingB. The FitSM role modelB.1 Roles in the Service management systemB.2 Roles in the processB.3 The RACI modelC. Example company Bikes & moreC.1 Fundamental challenges of IT departments in smaller companiesC.2 The company Bikes & moreC.3 Applying the general requirements at Bikes & moreC.4 Offer and AgreeC.4.1 Customer Relationship ManagementC.4.2 Service Portfolio ManagementC.4.3 Service Level ManagementC.5 Plan and EnsureC.5. Supplier Relationship ManagementC.5.2 Service Availability & Continuity ManagementC.5.3 Capacity ManagementC.6 Monitor and Roll outC.6.1 Release & Deployment ManagementC.6.2 Change ManagementC.6.3 Configuration ManagementC.7 Eliminate and PreventC.7.1 Incident & Service Request ManagementC.7.2 Problem ManagementC.8 Report and ImproveC.8.1 Service Reporting ManagementC.8.2 Continual Service Improvement ManagementC.9 Protect and SecureC.9.1 Information Security ManagementD. Example service provider EnableITD.1 Fundamental challenges for smaller and midsize IT service provider (SMSP)D.2 The service provider EnableITD.3 Applying the general requirements at EnableITD.4 Offer and AgreeD.4.1 Customer Relationship ManagementD.4.2 Service Portfolio ManagementD.4.3 Service Level ManagementD.5 Plan and EnsureD.5.1 Supplier Relationship ManagementD.5.2 Service Availability & Continuity ManagementD.5.3 Capacity ManagementD.6 Monitor and Roll outD.6.1 Release & Deployment ManagementD.6.2 Change ManagementD.6.3 Configuration ManagementD.7 Eliminate and PreventD.7.1 Incident & Service Request ManagementD.7.2 Problem ManagementD.8 Report and ImproveD.8.1 Service Reporting ManagementD.8.2 Continual Service Improvement ManagementD.9 Protect and SecureD.9.1 Information Security ManagementE. The practical implementationE.1 The benefits of IT service management with FitSME.2 Potential challenges implementing FitSME.3 Introduction of a service management systemE.3.1 Organizational fields of actionE.3.2 Process-oriented fields of actionE.3.3 Fields of action geared to peopleE.4 Federated IT infrastructuresF. Continual improvement and auditingF.1 Internal audit - determining the maturity levelF.2 External auditF.3 Certification by an external auditG. FitSM - 10 years afterG.1 FitSM and changes in IT: TechnologyG.2 FitSM and changes in IT: Ways of workingG.3 Changes in other ITSM frameworksG.4 FitSM in the year 2025H. FitSM samples, templates and guidesH.1 FitSM-4H.2 FitSM-5Appendix A. Sources
