Ten steps to ITSM success : a practitioner's guide to enterprise IT transformation / / Angelo Esposito, Timothy Rogers

• Autore: Esposito Angelo
• Pubblicazione: Ely, Cambridgeshire : , : IT Governance Publishing, , 2013
• Edizione: 1st edition
• Descrizione fisica: 1 online resource (291 p.)
• Disciplina: 658.05
• Soggetto topico: Business enterprises - Information technology - Management; Information technology - Management; Organizational change - Management
• Altri autori: RogersTimothy
• Note generali: Description based upon print version of record.
• Nota di bibliografia: Includes bibliographical references.
• Nota di contenuto: 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 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
• Sommario/riassunto: 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.
• Titolo autorizzato: Ten steps to ITSM success
• ISBN: 1-299-46848-9; 1-84928-457-1
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910808663103321
• Lo trovi qui: Univ. Federico II