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Ten Steps to ITSM Success

Book Description

Co-published by IT Governance Ltd and itSMF USA

A wealth of material has been written to describe 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.

Real world IT Service Management

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 roadmap, 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.

A practical guide to ITSM

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 book is a co-publication with itSMF USA and is the second book in the Thought Leadership Series

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Foreword
  5. Preface
  6. About the Authors
  7. Acknowledgments
  8. Contents
  9. Introduction
    1. Who should read this book?
  10. Chapter 1: Setting the Stage
    1. Your Business Plan is done – now what?
  11. Chapter 2: Inventory the Current Service Offering
  12. Chapter 3: Validate the Current Service Model
  13. Chapter 4: Establish an ITSMSteering Committee
  14. Chapter 5: Define the Ideal Target State
  15. Chapter 6: Create the ITStrategic and Tactical Plans
    1. Vision and Mission Analysis
    2. External environment
    3. Industry environment
    4. Internal Analysis, Culture and climate, Resources
    5. Financial Analysis
    6. SWOT
    7. Choice
    8. Action Plan
    9. Roadmap
  16. Chapter 7: Define Organizational Roles and Responsibilities
    1. RACI chart and variations
    2. Organizational change management
  17. Chapter 8: Standardized Development Approach
    1. The first tier
    2. The second tier
    3. The third tier
    4. The fourth tier
    5. Execution: Integrated Process Development Teams
    6. Tools
    7. Process Development Lifecycle
  18. Chapter 9: Strategy and Planning
    1. Strategy
    2. Planning
  19. Chapter 10: Logical and Physical Design
    1. Logical Design
      1. Suggested checkpoint
    2. Physical Design
  20. Chapter 11: Build and Test
  21. Chapter 12: Conduct Service and Process Health Assessment
    1. Process Goals and Objectives
    2. Process Ownership
    3. Process Repeatability
    4. Roles and Responsibilities
    5. Policy, Plans and Procedures
    6. Process Performance Management
    7. Operational Solutions Planning
    8. Knowledge Transfer and Documentation
  22. Chapter 13: Analysis and Deployment
    1. Analysis and next steps
    2. Deployment
  23. Chapter 14: Operation and Sustainment
    1. Operation and Sustainment
  24. Chapter 15: Balanced Scorecard and Continual Improvement
    1. IT Balanced Scorecard
    2. Continual Improvement
  25. Chapter 16: Putting it all Together
    1. What now?
    2. Monday morning, 9:00 a.m
  26. Appendix A: Business Plan Template
  27. References
  28. ITG Resources