
The ITSM Iron Triangle
Incidents, Changes and Problems
Daniel D. McLean(Author)
IT Governance Publishing(Editor)
IT Governance Publishing
Published on 5. January 2012
Book
Paperback/Softback
196 pages
978-1-84928-317-5 (ISBN)
Description
When your project is people-dependent, how do you get their buy in? Attitudes and behavior are the biggest barriers to making changes within organizations. IT process implementation is no different. How do you do it? What is the key? What are the pitfalls? Meet Chris. Chris is assigned a seemingly impossible task - a problem that many previous project managers couldn't fix. Will Chris go their way and be 'given the opportunity to be more successful elsewhere' - or achieve the objectives and impress the company leadership? For this project to be successful, Chris needs to change the way colleagues and superiors approach the problem. Learn from the successes - and mistakes - as you join in the search for workable solutions and attempts to bring colleagues and superiors on board. This innovative work of fiction demonstrates how ITIL best practice can ensure the success of your IT process implementation projects. Based on real-life up-to-date situations, it offers vital strategies to implement the most important aspects of ITIL into your business and to tailor them to your organization's particular needs.
About the author Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organization. Daniel has developed and delivered customized ITIL courseware to a number of organizations and was a peer reviewer during the development of the OGC ITIL v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas. This book will transform your ITIL management processes!
About the author Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organization. Daniel has developed and delivered customized ITIL courseware to a number of organizations and was a peer reviewer during the development of the OGC ITIL v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas. This book will transform your ITIL management processes!
More details
Language
English
Place of publication
Ely
United Kingdom
Target group
Professional and scholarly
Product notice
Paperback (trade)
Illustrations
black & white illustrations
Dimensions
Height: 216 mm
Width: 139 mm
Thickness: 11 mm
Weight
263 gr
ISBN-13
978-1-84928-317-5 (9781849283175)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions

E-Book
01/2012
1st Edition
ITGP
€75.99
Available for download
Persons
Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organization. Daniel has developed and delivered customized ITIL courseware to a number of organizations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.
Content
Introduction Chapter 1: Change in Assignment Chapter 2: Into the Fire Chapter 3: Turning up the Heat Chapter 4: Searching for the Right Place to Start Chapter 5: Investigating the Wetware Chapter 6: Managing Service Outages Chapter 7: Time to Refocus Chapter 8: The Five Questions Chapter 9: What is that Light at the End of the Tunnel? Chapter 10: Not Everyone likes Answers Chapter 11: Why Service Outages are like Dandelions Chapter 12: When No One is Around Chapter 13: The Right Thing the Wrong Way Chapter 14: Going Through them Changes Chapter 15: Some Fingers Point and Some Hands Clap Chapter 16: What Have you Done for me Today? ITG Resources