LEADER 00722nam0-22002651i-450- 001 990003953810403321 010 $a0-415-05141-X 035 $a000395381 035 $aFED01000395381 035 $a(Aleph)000395381FED01 035 $a000395381 100 $a20030407d1992----km-y0itay50------ba 101 0 $aENG 102 $aGB 200 1 $aMaynard Keynes$b<> economist's biography$fD.E.Moggridge 210 $aLondon$cRoutledge$d1992 215 $a939 p.$d25 cm 700 1$aMoggridge,$bDonald Edward$f<1943- >$0118354 801 0$aIT$bUNINA$gRICA$2UNIMARC 901 $aBK 912 $a990003953810403321 952 $aB1-B3.295$b5723$fDECTS 959 $aDECTS 996 $aMaynard Keynes$964767 997 $aUNINA LEADER 04272nam 2200673 450 001 9910808663103321 005 20200520144314.0 010 $a1-299-46848-9 010 $a1-84928-457-1 035 $a(CKB)2550000001019506 035 $a(EBL)1186311 035 $a(OCoLC)843642493 035 $a(SSID)ssj0001169288 035 $a(PQKBManifestationID)11635502 035 $a(PQKBTitleCode)TC0001169288 035 $a(PQKBWorkID)11153180 035 $a(PQKB)10603638 035 $a(Au-PeEL)EBL1186311 035 $a(CaPaEBR)ebr10772218 035 $a(CaONFJC)MIL478098 035 $a(OCoLC)884811469 035 $a(CaSebORM)9781849284585 035 $a(MiAaPQ)EBC1186311 035 $a(EXLCZ)992550000001019506 100 $a20130601d2013 uy 0 101 0 $aeng 135 $aurunu||||| 181 $ctxt 182 $cc 183 $acr 200 10$aTen steps to ITSM success $ea practitioner's guide to enterprise IT transformation /$fAngelo Esposito, Timothy Rogers 205 $a1st edition 210 1$aEly, Cambridgeshire :$cIT Governance Publishing,$d2013. 215 $a1 online resource (291 p.) 300 $aDescription based upon print version of record. 311 $a1-84928-458-X 311 $a1-84928-456-3 320 $aIncludes bibliographical references. 327 $aCover; 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 327 $aChoice 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 327 $aProcess 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; References 327 $aITG Resources 330 $aTen 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. 606 $aBusiness enterprises$xInformation technology$xManagement 606 $aInformation technology$xManagement 606 $aOrganizational change$xManagement 615 0$aBusiness enterprises$xInformation technology$xManagement. 615 0$aInformation technology$xManagement. 615 0$aOrganizational change$xManagement. 676 $a658.05 700 $aEsposito$b Angelo$0272765 701 $aRogers$b Timothy$0167788 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910808663103321 996 $aTen steps to ITSM success$93938216 997 $aUNINA