Service Management Strategies that Work

1 - Acknowledgements [Seite 10]
2 - Foreword [Seite 12]
3 - Preface [Seite 14]
4 - 1 Introduction [Seite 16]
4.1 - Business Alignment or Business Integration? [Seite 16]
4.2 - 1.1 Organizing IT - The Traditional Manufacturing Model [Seite 17]
4.3 - 1.2 Technology vs Service Management [Seite 19]
4.4 - 1.3 Linear Service Catalogs vs. Dynamic Service Portfolios [Seite 19]
4.5 - 1.4 Technical and Professional Services: [Seite 21]
4.6 - 1.5 The New Service Orientation - Organizational Model [Seite 25]
4.7 - 1.6 Service Oriented IT Organizational Models [Seite 27]
4.8 - 1.7 The Service Owner Role [Seite 30]
4.9 - 1.8 The Process Owner Role [Seite 31]
4.10 - 1.9 Placing Ownership Within Existing Structures [Seite 33]
4.11 - 1.10 A New Organizational Construct - The IT Service Delivery Function [Seite 36]
4.12 - 1.11 Service Level Management and the Service Organization [Seite 38]
4.13 - 1.12 The Evolution of the Service Delivery Organization [Seite 39]
4.14 - 1.13 Impact on IT Outsourcing [Seite 43]
4.15 - 1.14 Global Process Governance Considerations [Seite 44]
4.16 - 1.15 Executive Sponsor [Seite 45]
4.17 - 1.16 Executive Steering Committee [Seite 45]
4.18 - 1.17 Process Governance Team [Seite 45]
4.19 - 1.18 Global Process Owners [Seite 46]
4.20 - 1.19 Local process managers and co-ordinators [Seite 47]
4.21 - 1.20 Education recommendations [Seite 48]
4.22 - 1.21 ITIL overviews [Seite 48]
4.23 - 1.22 Executive overview and executive strategic workshops [Seite 49]
4.24 - 1.23 ITIL Foundations Certification [Seite 49]
4.25 - 1.24 ITIL and ITSM Practitioners [Seite 50]
4.26 - 1.25 Summary [Seite 50]
5 - 2 IT Governance Unraveled [Seite 52]
5.1 - Introduction [Seite 52]
5.2 - 2.1 IT Governance Definition: [Seite 52]
5.3 - 2.2 Activities of IT governance [Seite 53]
5.4 - 2.3 Establishing [Seite 55]
5.5 - 2.4 Monitoring [Seite 61]
5.6 - 2.5 Directing [Seite 64]
5.7 - 2.6 Summary [Seite 64]
6 - 3 The External Managed Service Provider [Seite 66]
6.1 - 3.1 Introduction [Seite 66]
6.2 - 3.2 Background on MSPs and ITIL [Seite 67]
6.3 - 3.3 ITIL in an MSP environment [Seite 73]
6.4 - 3.4 Summary [Seite 80]
7 - 4 Process Implementation [Seite 82]
7.1 - 4.1 Objective [Seite 82]
7.2 - 4.2 Program management [Seite 82]
7.3 - 4.3 Process implementation projects [Seite 83]
7.4 - 4.4 Process, People and Technology: The Integrated Project Plan [Seite 84]
7.5 - 4.5 Implementation Roles [Seite 86]
7.6 - 4.6 Consulting Roles [Seite 87]
7.7 - 4.7 High Level Process Model Development [Seite 88]
7.8 - 4.8 Detailed design [Seite 90]
7.9 - 4.9 Process Roles and Responsibilities [Seite 93]
7.10 - 4.10 Process implementation considerations [Seite 98]
7.11 - 4.11 Applicability / Scalability [Seite 99]
7.12 - 4.12 Critical Success Factors [Seite 99]
7.13 - 4.13 Process Embedding Strategy [Seite 100]
7.14 - 4.14 Process workshops / training [Seite 101]
7.15 - 4.15 Detailed activities: Project checklist [Seite 102]
7.16 - 4.16 Communication plan [Seite 104]
7.17 - 4.17 Evaluation of the project [Seite 104]
7.18 - 4.18 Post project review [Seite 105]
7.19 - 4.19 Auditing using quality parameters [Seite 105]
7.20 - 4.20 Summary [Seite 106]
8 - 5 Defining, Modeling and Costing IT Services [Seite 108]
8.1 - 5.1 Introduction [Seite 108]
8.2 - 5.2 Defining IT services [Seite 109]
8.3 - 5.3 Service Classifications [Seite 112]
8.4 - 5.4 Steps for defining IT services [Seite 113]
8.5 - 5.5 Modeling IT services [Seite 116]
8.6 - 5.6 Configuration Management Objective [Seite 116]
8.7 - 5.7 Configuration Management IT service data modeling [Seite 117]
8.8 - 5.8 Developing a service-based cost model [Seite 118]
8.9 - 5.9 Financial management for IT services [Seite 118]
8.10 - 5.10 Understanding IT costs [Seite 119]
8.11 - 5.11 Service-based costing [Seite 121]
8.12 - 5.12 Component/Supporting services [Seite 121]
8.13 - 5.13 Service-based costing steps [Seite 122]
8.14 - 5.14 Summary [Seite 123]
9 - 6 The Federated CMDB [Seite 124]
9.1 - 6.1 Three applications of CMDB federation [Seite 124]
9.2 - 6.2 Application 1: CMDB federation is the exception, not the rule [Seite 125]
9.3 - 6.3 Application 2: CMDB federation is the rule, not the exception [Seite 128]
9.4 - 6.4 Application 3: The dynamic view from existing distributed data [Seite 129]
9.5 - 6.5 Summary [Seite 130]
10 - 7 Developing A Quality Driven Measurement Framework [Seite 132]
10.1 - 7.1 Measuring Process [Seite 132]
10.2 - 7.2 Risks [Seite 134]
10.3 - 7.3 Requirements [Seite 134]
10.4 - 7.4 Rationale For Measurement [Seite 136]
10.5 - 7.5 Implementation Strategy [Seite 140]
10.6 - 7.6 Translating A KPI Improvement To Productivity [Seite 140]
11 - 8 The Theory of Constraints and Continuous Service Improvement [Seite 150]
11.1 - 8.1 Introduction [Seite 150]
11.2 - 8.2 Eli Goldratt's The Goal [Seite 150]
11.3 - 8.3 How does TOC apply to continuous improvement? [Seite 151]
11.4 - 8.4 TOC definitions [Seite 152]
11.5 - 8.5 Identifying constraints [Seite 153]
11.6 - 8.6 Where are constraints? [Seite 154]
12 - 9 Appendices [Seite 156]
12.1 - Appendix 1: An example of a Communications Plan Matrix [Seite 156]
12.2 - Appendix 2: An example of a Process Dashboard Template [Seite 158]
12.3 - Appendix 3: Detailed Project Roles [Seite 160]
12.4 - Appendix 4 Bibliography [Seite 166]
12.5 - Appendix 5: Definitions [Seite 168]
12.6 - Appendix 6: About Pink Elephant [Seite 170]