ITIL® Planning to Implement Service Management

Handbook from the Official Publisher of ITIL

Author:

Office of Government Commerce (OGC)

Publisher:

TSO (The Stationery Office)

The Planning to Implement Service Management part of ITIL answers the question "Where do I start with ITIL?" It explains the steps necessary to identify how organizations might expect to benefit from ITIL and how to set about reaping those benefits. It will help organizations in identifying their strengths and weaknesses, enabling them to develop the former and overcome the latter.

This publication provides guidance on alignment of the business needs to IT. It enables the reader to assess if IT service provision is meeting the requirements of the business. Where the business requirements are not being met it details the steps necessary to ensure the IT service provision does meet the current and future needs of the business.

The aim therefore is to give practical guidance in evaluating the current maturity levels of Service Management and on implementing improvement to the processes. This book is one of the ITIL series issued as part of ITIL that documents industry best practice for the support and delivery of IT services. Although this publication can be read in isolation, it is recommended that it be used in conjunction with the other ITIL titles. Service Management is a generic concept and the guidance in the ITIL titles is applicable generically. The guidance is also scalable - applicable to both small and large organizations. It applies to distributed and centralized systems, whether in-house or supplied by third parties. It is neither bureaucratic nor unwieldy if implemented sensibly and in full recognition of the business needs of the organization.

Key features:

• A six-step process to planning service management implementation

• Relationships, roles, organisation and structure

• Enablers and blockers to successful service management.

Publication Reviews

Name: Janaki Chakravarthy

Organisation: Infosys Technologies Limited

"A practical guide to planning and implementing service management based on the CSI principles. The focus on maturity level definitions based on various dimensions such as process, organizational maturity, etc provides a holistic view on service mangement. The analysis of 'where we are now' is given in great detail and benchmarking methods and procedures are described usefully. The appendices provide very useful content on 'enablers and blockers' as well as pragmatic approaches to implementation. A 'must read' for practitioners, service quality and CSI managers."

Name: John A Sowerby

Organisation: DPDHL IT Services

"This book distills years of practical, hands-on experience of implementing Service Management good practice. It draws on a good understanding; not only of the ITIL lifecycle and processes but also on a range of supporting and complementary standards, frameworks and good practice references. For anyone new to the implementation of a Service Management System and processes, or inexperienced in the challenges of organizational change management, this book delivers valuable, experience-based advice and wisdom. For IT senior management it is a useful reminder of the key role they play in ensuring a successful outcome for any service improvement initiative; by providing sound governance and ongoing, high-visibility support."

Name: H P Suen

Organisation: itSMF Hong Kong Chapter

"Very practical with good strong reference to the ITIL literatures and best practices. The Examples and Key Messages help readers understand the material easier."

Name: Tricia Lewin

Organisation: Independent Consultant

"This book provides guidance on the key aspects that need to be considered when embarking on either a new service management implementation or a planned improvement initiative. It incorporates good advice on not only the creation of relevant supporting processes but also the cultural considerations that are needed for success. Although the book relates the best practice to service management, much of the content is equally applicable in the implementation of a variety of IT and business processes. It provides a one stop shop bringing together information from multiple sources making it a 'must have' for any senior manager. The book will be useful especially to service management consultants, project and programme managers. Line managers and process owners would benefit from reading the book as it illustrates the need for a co-ordinated approach to implementing best practice service management and ensuring that the momentum for improvement is maintained."

Extent	N/A	ISBN	9780113311095
Size	216mm x 216mm	Price	£75.00
Format	Paperback	Published	28 Oct 2010
Availability	In Stock: 1 - 2 days	Delivery	Delivery options and charges