ITIL (R) Service Management
Implementation and Operation
1st Edition
Published on 7. September 2010
Book
Hardback
554 pages
978-1-4200-8939-4 (ISBN)
Description
Who are our customers?
What services do we offer our customers and are they willing to pay for these?
Would our customers choose another provider?
Do we measure our performance in terms of our customers' business performance?
Does our governance model allow us to identify and make wise investments?
Do we need to align ourselves and integrate with our customers? Where do we start? How can we achieve it while making business benefits transparent and keeping the sponsorship alive?
Answering these questions and more, ITIL (R) Service Management: Implementation and Operation focuses on how to achieve the best return from your IT service management implementation investment, in the least possible time. It discusses the key challenges organizations experience as they leverage ITIL (R) Version 3 to achieve desired transformations-including the approaches adopted to address those challenges. It includes templates, checklists, implementation patterns, and detailed plans for each pattern to kick start your implementation efforts.
Detailing the components needed to implement, operate, and optimize ITIL service management, the text explains the organizational architecture required to achieve Business-IT integration within ITIL. Complete with case studies, examples, problems, and access to additional resources on the author's website, the book illustrates how to achieve service management excellence with ITIL-in a way that's seamless to your customers and enables the delivery of business value effectively, visibly, and efficiently.
What services do we offer our customers and are they willing to pay for these?
Would our customers choose another provider?
Do we measure our performance in terms of our customers' business performance?
Does our governance model allow us to identify and make wise investments?
Do we need to align ourselves and integrate with our customers? Where do we start? How can we achieve it while making business benefits transparent and keeping the sponsorship alive?
Answering these questions and more, ITIL (R) Service Management: Implementation and Operation focuses on how to achieve the best return from your IT service management implementation investment, in the least possible time. It discusses the key challenges organizations experience as they leverage ITIL (R) Version 3 to achieve desired transformations-including the approaches adopted to address those challenges. It includes templates, checklists, implementation patterns, and detailed plans for each pattern to kick start your implementation efforts.
Detailing the components needed to implement, operate, and optimize ITIL service management, the text explains the organizational architecture required to achieve Business-IT integration within ITIL. Complete with case studies, examples, problems, and access to additional resources on the author's website, the book illustrates how to achieve service management excellence with ITIL-in a way that's seamless to your customers and enables the delivery of business value effectively, visibly, and efficiently.
Reviews / Votes
Achieving service excellence is a non-trivial undertaking with failure and under-performance just as common as success. This book does a thorough job in explaining how to assure desired outcomes. Its incremental and iterative approach to implementing service management is fortified with enterprise architecture principles and methods, thereby ensuring performance levels enterprise-wide.-Majid Iqbal, Author of ITIL (R)v3 Service Strategy
Shuja, a Business Service Management consultant and expert on the ITILv3, a uniform system of IT service standards implemented by the British government, presents this guide to maximizing the benefits of implementing these Business Service Management principles. The work is divided into four sections covering organizational transformation, iterative and incremental strategy implementation, planning Business Service Management and the operation of Business Service Management. Intended for high level IT managers or corporate chief information officers, this work offers tutorials, case studies and practical examples for optimizing the standards of IT service delivery outlined in the ITIL v3. Access to additional online content is provided.
-In Research Book News, booknews.com, February 2011
More details
Language
English
Place of publication
London
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
Professional and scholarly
IT managers, software process improvement professionals, and systems administrators.
Illustrations
Printer PDF in archive is corrected., 309 s/w Abbildungen, 86 s/w Tabellen
Printer PDF in archive is corrected.; PPI 524 - Replace all text files next offset printing; 86 Tables, black and white; 309 Illustrations, black and white
Dimensions
Height: 254 mm
Width: 178 mm
Weight
1111 gr
ISBN-13
978-1-4200-8939-4 (9781420089394)
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
Person
Ahmad K. Shuja, (www.shuja.info), is an accomplished IT executive who has worked at some of the major financial services (Citigroup Inc., Merrill Lynch & Co., and others) and management consulting organizations (Ernst & Young Inc. / Cap Gemini Ernst & Young Inc., and others) around the globe. He has a proven track record of successfully enabling organizations to build and manage high-quality, software-intensive products and services.
Ahmad is the Founder and President of Xceedure Inc. This company provides expert advisory and consulting as well as a range of training services in ITILv3 / IT Service Management (ITSM), Enterprise Architecture Development and Management, and Business Process Management.
Ahmad holds graduate degrees from Massachusetts Institute of Technology (MIT), University of Oxford, and University of Toronto. He also holds numerous professional certifications, including ITILv3 Expert, Project Management Institute (PMI) Project Management Professional (PMP), Software Engineering Institute (SEI) Certificate in Capability Maturity Model Integration (CMMI), and Certified RUP Specialist, to name a few. Ahmad is an author of "Rational Unified Process: Reference and Certification Guide", and "ITIL: Service Management Implementation and Operation". He also speaks at professional forums like SPIN and itSMF.
Ahmad is the Founder and President of Xceedure Inc. This company provides expert advisory and consulting as well as a range of training services in ITILv3 / IT Service Management (ITSM), Enterprise Architecture Development and Management, and Business Process Management.
Ahmad holds graduate degrees from Massachusetts Institute of Technology (MIT), University of Oxford, and University of Toronto. He also holds numerous professional certifications, including ITILv3 Expert, Project Management Institute (PMI) Project Management Professional (PMP), Software Engineering Institute (SEI) Certificate in Capability Maturity Model Integration (CMMI), and Certified RUP Specialist, to name a few. Ahmad is an author of "Rational Unified Process: Reference and Certification Guide", and "ITIL: Service Management Implementation and Operation". He also speaks at professional forums like SPIN and itSMF.
Content
Introduction
An Overview of BSM
Service Tree
The Nature of Business Enterprises and BSM
Evolution, Transformation and Governance
Aligning Transformational Drivers
Integrating IT with Business
ITSM, BSM, and Business-IT Integration
Positioning IT Organization and Establishing the Vision
Is Business-IT Integration Right For Us?
Aligning Business and IT Strategies
Business Process and Business-IT Integration
Business Processes, Business Services, and Technical/IT Services
Enabling Business Processes
Business Service Management and Business Process Management
Factors Impacting Service Management Implementation
Measuring Business-IT Integration
Service Management Implementation Overview
BSM at a Restaurant
BSM at a Mature IT Organization: The Target State
Challenges Faced by Less Mature IT Organizations
What Can BSM Do to Help?
Difficulties Associated with Implementing BSM
ITIL v3 and Common BSM Implementation Practice
Key Service Management Implementation Components
ITERATIVE AND INCREMENTAL APPROACH TO IMPLEMENTING BUSINESS SERVICE MANAGEMENT
Iterative and Incremental Service-Oriented Service Management Implementation: An Introduction
Purpose of i2-SOSMI
Implementing One "Slice" of BSM Vision at a Time
The i2-SOSMI Architecture
Disciplines
Phases
Iterations
High-level i2-SOSMI Iteration Activities
The i2-SOSMI Patterns
Discipline: Project Management
Purpose
Objectives
Work Breakdown Structure
Project Management Workflow
Plan
Execute
Monitor and Control
Close
Primary Roles and Responsibilities
Key Artifacts
Discipline: People and Organization
Purpose
Objectives
Work Breakdown Structure
People and Organization Workflow
Envision the Organization
Assess Existing Organizational Structures and Peoples' Competencies
Design the Desired Organization
Implement and Manage the Organizational Transformation
Continually Review and Align
Primary Roles and Responsibilities
Key Artifacts
Discipline: Continual Service Improvement Institutionalization
Purpose
Objectives
Work Breakdown Structure
Workflow
Establish CSI
Operate CSI
Institutionalize CSI
Key Artifacts
Discipline: Business Service Improvement and End- to-End Business Service Management Implementation
Purpose
Objectives
Work Breakdown Structure
Workflow
Plan Business Service Improvement and End- to-End BSM Implementation
Improve and Align Service Strategy Components
Improve Service Design Components
Improve Service Transition Components
Improve Service Operations Components
Primary Roles and Responsibilities
Key Artifacts
Key Concepts
Discipline: Service Management Process Improvement
Purpose
Objectives
Work Breakdown Structure
Plan Service Management Process Improvement
Establish Process Vision and Strategy
Assess AS-IS Process Performance
Identify Gaps and Opportunities
Design TO-BE Process and Document-Related Requirements
Achieve Quick Wins or Quick Fi
Primary Roles and Responsibilities
Key Artifacts
Key Concepts
Discipline: Business Service Management Technology Architecture and Integration
Purpose
Objectives
Work Breakdown Structure
Define BSM Technology Strategy and Architecture
Assess the AS-IS BSM Technology Landscape
Analyze TO-BE Process and Desired Capabilities
Identify BSM Tools and Assess Alignment
Develop TO-BE BSM Solution Architecture and Related Standards
Primary Roles and Responsibilities
Key Artifacts
Discipline: Business Service Management Technology Delivery
Purpose
Work Breakdown Structure
Develop Detailed Design of BSM Solution
Implement BSM Solution
Test BSM Solution
Deploy BSM Solution
Primary Roles and Responsibilities
Key Artifacts
Iterative and Incremental Service-Oriented Service Management Implementation Life Cycle: Phases and Iterations
The i2-SOSMI Life Cycle
Life Cycle Phases and Objectives
Rapid Service Improvement Framework
Foundation
Design
Align
Integrate
Overview of a Typical Iteration
Visualize Iteration
Architect Iteration
Realize Iteration
PLANNING AND IMPLEMENTING BUSINESS?SERVICE MANAGEMENT
Business Service Management Road Map
Critical Aspects of BSM Implementation
BSM Implementation Road Map
Critical Success Factors
Business Service Management Implementation Planning
Factors to Consider When Building a Detail Plan
Building on the BSM Road Map
BSM Implementation Patterns
BSM Project Work Streams
Common Challenges or Opportunities
Critical Success Factors
BSM Implementation Project Plan Template
Common Challenges or Opportunities
Critical Success Factors
BSM Implementation Project Plan Template
Implementing Business Service Management
Iterative and Incremental BSM Implementation
Measuring and Communicating Improvements
Service Catalog-The Foundation for BSM Implementation
Common Challenges and Risks
OPERATING BUSINESS SERVICE MANAGEMENT
Operating Business Service Management
Business and IT: Integration and Traceability
Measures of Operational Performance
Key Aspects of Effective Operations
IT Outsourcing and BSM
IT Service Management, Enterprise Architecture, and Service-Oriented Architecture-Effective Enablement of Business Service Management
Unifying EA, ITIL v3, and BSM
Extended Service Life Cycle
EA and ITIL v3-Driven Conceptual Organizational Architecture
Bringing EA and BSM Together-Unified BSM
Appendix A: Sample IT Service Catalog
Appendix B: Business Service Management Project Charter Template
Appendix C: Business Service Management Implementation Project Communication Strategy and Plan Template
Each chapter begins with an Introduction and concludes with a Summary
An Overview of BSM
Service Tree
The Nature of Business Enterprises and BSM
Evolution, Transformation and Governance
Aligning Transformational Drivers
Integrating IT with Business
ITSM, BSM, and Business-IT Integration
Positioning IT Organization and Establishing the Vision
Is Business-IT Integration Right For Us?
Aligning Business and IT Strategies
Business Process and Business-IT Integration
Business Processes, Business Services, and Technical/IT Services
Enabling Business Processes
Business Service Management and Business Process Management
Factors Impacting Service Management Implementation
Measuring Business-IT Integration
Service Management Implementation Overview
BSM at a Restaurant
BSM at a Mature IT Organization: The Target State
Challenges Faced by Less Mature IT Organizations
What Can BSM Do to Help?
Difficulties Associated with Implementing BSM
ITIL v3 and Common BSM Implementation Practice
Key Service Management Implementation Components
ITERATIVE AND INCREMENTAL APPROACH TO IMPLEMENTING BUSINESS SERVICE MANAGEMENT
Iterative and Incremental Service-Oriented Service Management Implementation: An Introduction
Purpose of i2-SOSMI
Implementing One "Slice" of BSM Vision at a Time
The i2-SOSMI Architecture
Disciplines
Phases
Iterations
High-level i2-SOSMI Iteration Activities
The i2-SOSMI Patterns
Discipline: Project Management
Purpose
Objectives
Work Breakdown Structure
Project Management Workflow
Plan
Execute
Monitor and Control
Close
Primary Roles and Responsibilities
Key Artifacts
Discipline: People and Organization
Purpose
Objectives
Work Breakdown Structure
People and Organization Workflow
Envision the Organization
Assess Existing Organizational Structures and Peoples' Competencies
Design the Desired Organization
Implement and Manage the Organizational Transformation
Continually Review and Align
Primary Roles and Responsibilities
Key Artifacts
Discipline: Continual Service Improvement Institutionalization
Purpose
Objectives
Work Breakdown Structure
Workflow
Establish CSI
Operate CSI
Institutionalize CSI
Key Artifacts
Discipline: Business Service Improvement and End- to-End Business Service Management Implementation
Purpose
Objectives
Work Breakdown Structure
Workflow
Plan Business Service Improvement and End- to-End BSM Implementation
Improve and Align Service Strategy Components
Improve Service Design Components
Improve Service Transition Components
Improve Service Operations Components
Primary Roles and Responsibilities
Key Artifacts
Key Concepts
Discipline: Service Management Process Improvement
Purpose
Objectives
Work Breakdown Structure
Plan Service Management Process Improvement
Establish Process Vision and Strategy
Assess AS-IS Process Performance
Identify Gaps and Opportunities
Design TO-BE Process and Document-Related Requirements
Achieve Quick Wins or Quick Fi
Primary Roles and Responsibilities
Key Artifacts
Key Concepts
Discipline: Business Service Management Technology Architecture and Integration
Purpose
Objectives
Work Breakdown Structure
Define BSM Technology Strategy and Architecture
Assess the AS-IS BSM Technology Landscape
Analyze TO-BE Process and Desired Capabilities
Identify BSM Tools and Assess Alignment
Develop TO-BE BSM Solution Architecture and Related Standards
Primary Roles and Responsibilities
Key Artifacts
Discipline: Business Service Management Technology Delivery
Purpose
Work Breakdown Structure
Develop Detailed Design of BSM Solution
Implement BSM Solution
Test BSM Solution
Deploy BSM Solution
Primary Roles and Responsibilities
Key Artifacts
Iterative and Incremental Service-Oriented Service Management Implementation Life Cycle: Phases and Iterations
The i2-SOSMI Life Cycle
Life Cycle Phases and Objectives
Rapid Service Improvement Framework
Foundation
Design
Align
Integrate
Overview of a Typical Iteration
Visualize Iteration
Architect Iteration
Realize Iteration
PLANNING AND IMPLEMENTING BUSINESS?SERVICE MANAGEMENT
Business Service Management Road Map
Critical Aspects of BSM Implementation
BSM Implementation Road Map
Critical Success Factors
Business Service Management Implementation Planning
Factors to Consider When Building a Detail Plan
Building on the BSM Road Map
BSM Implementation Patterns
BSM Project Work Streams
Common Challenges or Opportunities
Critical Success Factors
BSM Implementation Project Plan Template
Common Challenges or Opportunities
Critical Success Factors
BSM Implementation Project Plan Template
Implementing Business Service Management
Iterative and Incremental BSM Implementation
Measuring and Communicating Improvements
Service Catalog-The Foundation for BSM Implementation
Common Challenges and Risks
OPERATING BUSINESS SERVICE MANAGEMENT
Operating Business Service Management
Business and IT: Integration and Traceability
Measures of Operational Performance
Key Aspects of Effective Operations
IT Outsourcing and BSM
IT Service Management, Enterprise Architecture, and Service-Oriented Architecture-Effective Enablement of Business Service Management
Unifying EA, ITIL v3, and BSM
Extended Service Life Cycle
EA and ITIL v3-Driven Conceptual Organizational Architecture
Bringing EA and BSM Together-Unified BSM
Appendix A: Sample IT Service Catalog
Appendix B: Business Service Management Project Charter Template
Appendix C: Business Service Management Implementation Project Communication Strategy and Plan Template
Each chapter begins with an Introduction and concludes with a Summary