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Record Nr. |
UNINA9910808663103321 |
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Autore |
Esposito Angelo |
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Titolo |
Ten steps to ITSM success : a practitioner's guide to enterprise IT transformation / / Angelo Esposito, Timothy Rogers |
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Pubbl/distr/stampa |
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Ely, Cambridgeshire : , : IT Governance Publishing, , 2013 |
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ISBN |
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1-299-46848-9 |
1-84928-457-1 |
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Edizione |
[1st edition] |
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Descrizione fisica |
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1 online resource (291 p.) |
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Altri autori (Persone) |
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Disciplina |
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Soggetti |
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Business enterprises - Information technology - Management |
Information technology - Management |
Organizational change - Management |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references. |
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Nota di contenuto |
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Cover; Title; Copyright; Foreword; Preface; About the Authors; Acknowledgments; Contents; Introduction; Who should read this book?; Chapter 1: Setting the Stage; Your Business Plan is done - now what?; Chapter 2: Inventory the Current Service Offering; Chapter 3: Validate the Current Service Model; Chapter 4: Establish an ITSM Steering Committee; Chapter 5: Define the Ideal Target State; Chapter 6: Create the IT Strategic and Tactical Plans; Vision and Mission Analysis; External environment; Industry environment; Internal Analysis, Culture and climate, Resources; Financial Analysis; SWOT |
Choice Action Plan; Roadmap; Chapter 7: Define Organizational Roles and Responsibilities; RACI chart and variations; Organizational change management; Chapter 8: Standardized Development Approach; The first tier; The second tier; The third tier; The fourth tier; Execution: Integrated Process Development Teams; Tools; Process Development Lifecycle; Chapter 9: Strategy and Planning; Strategy; Planning; Chapter 10: Logical and Physical Design; Logical Design; Suggested checkpoint; Physical Design; Chapter 11: Build and Test; Chapter 12: Conduct Service and Process Health Assessment |
Process Goals and Objectives Process Ownership; Process Repeatability; Roles and Responsibilities; Policy, Plans and Procedures; Process Performance Management; Operational Solutions Planning; Knowledge |
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Transfer and Documentation; Chapter 13: Analysis and Deployment; Analysis and next steps; Deployment; Chapter 14: Operation and Sustainment; Operation and Sustainment; Chapter 15: Balanced Scorecard and Continual Improvement; IT Balanced Scorecard; Continual Improvement; Chapter 16: Putting it all Together; What now?; Monday morning, 9:00 a.m; Appendix A: Business Plan Template; References |
ITG Resources |
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Sommario/riassunto |
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Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is aimed at ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations. |
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