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Summary

You've discovered the books, but...

A wealth of material is available describing the underlying mechanics of ITSM, but very little practical advice is available on how to implement ITSM best practices to achieve an organization's business objectives. The official ITIL® volumes explain what service management is, how the processes work and fit together, and why IT shops should adopt the practice, but they are notoriously vague on how to design and implement an ITSM model in a real organization. This challenge is best understood by those with experience of transforming ineffective and expensive IT, yet most ITSM guides are authored from a purely academic standpoint. 

From the classroom to the real world this book provides guidance on implementing ITSM best practices in an organization based on the authors' real-world experiences. Advice is delivered through a ten-step approach, with each step building upon the successes of its predecessors.

Subjects covered include:

  • Documenting objectives, identifying current and future demands, analyzing service financials
  • High-level design, negotiating development priorities, creating an execution plan and road map, agreeing roles and responsibilities
  • Detailed design, building, testing, deploying
  • Monitoring and continual improvement

Each step includes summary lists of key questions to ask and specific actions to take, and a useful business case template is included as an appendix. 

This is a practical guide to ITSM improvement

As organizations seek to boost revenue, cut costs, and increase efficiency, they increasingly look to IT as a strategic partner in achieving these objectives. 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. 

This guide provides a structured yet flexible method for achieving ITSM success!

©2013 IT Governance Publishing (P)2018 IT Governance Publishing

What listeners say about Ten Steps to ITSM Success

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Okay for big organisations

The advice on this book is clearly based in real world experience and rings true. However it is more suited to larger organisations with sizable IT functions ... an SME would struggle to make the approach practical.

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  • kristen meazell
  • 11-04-19

very helpful guide

this book is very helpful for someone who is going to implement ITSM and even as an aide in studying ITIL concepts.