Planning to Implement Service Management Book
- Office of Government Commerce (OGC)
- 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.
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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."
|Format||Paperback||Published||09 Apr 2002|
|Availability||Out of Print: but may be available to order||Delivery||Delivery options and charges|