04272nam 2200673 450 991080866310332120200520144314.01-299-46848-91-84928-457-1(CKB)2550000001019506(EBL)1186311(OCoLC)843642493(SSID)ssj0001169288(PQKBManifestationID)11635502(PQKBTitleCode)TC0001169288(PQKBWorkID)11153180(PQKB)10603638(Au-PeEL)EBL1186311(CaPaEBR)ebr10772218(CaONFJC)MIL478098(OCoLC)884811469(CaSebORM)9781849284585(MiAaPQ)EBC1186311(EXLCZ)99255000000101950620130601d2013 uy 0engurunu|||||txtccrTen steps to ITSM success a practitioner's guide to enterprise IT transformation /Angelo Esposito, Timothy Rogers1st editionEly, Cambridgeshire :IT Governance Publishing,2013.1 online resource (291 p.)Description based upon print version of record.1-84928-458-X 1-84928-456-3 Includes bibliographical references.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; SWOTChoice 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 AssessmentProcess Goals and Objectives Process Ownership; Process Repeatability; Roles and Responsibilities; Policy, Plans and Procedures; Process Performance Management; Operational Solutions Planning; Knowledge 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; ReferencesITG ResourcesTen 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.Business enterprisesInformation technologyManagementInformation technologyManagementOrganizational changeManagementBusiness enterprisesInformation technologyManagement.Information technologyManagement.Organizational changeManagement.658.05Esposito Angelo272765Rogers Timothy167788MiAaPQMiAaPQMiAaPQBOOK9910808663103321Ten steps to ITSM success3938216UNINA