Ten Steps to ITSM Success

PREFACE

ITIL®, COBIT®, ISO/IEC 20000 – which methodology should I choose? How do tools like Lean Six Sigma, CMMI® and the Balanced Scorecard® fit in? How do I leverage governance and project management principles to help transform the practice of IT Service Management (ITSM) in my organization?

Questions like these – and countless more just like them – prompted the creation of this book. We – and we are active practitioners and consultants, just like many of you – once asked the same set of questions. Faced with clients seeking to “adopt a Service Management culture,” we were sometimes ordered to use the ITIL® framework exactly as presented in the library. Other clients preferred COBIT®. One client insisted on the Microsoft© Operations Framework ...