IT Service Management - Global Best Practices, Volume 1 (eBook)

Foreword 6
Acknowledgements 12
Introduction 19
Chapter 1 Trends, visions and analysis of ITSM market 22
1.1 Introduction 24
1.2 Topics and trends in ITSM 26
1.3 Whose service is it anyway? 30
1.4 The next ROI frontier - The IT service lifecycle (ITIL V3) 34
1.5 Integrate project and IT service management for better quality of IT services 38
1.6 IT service management certification and standardization 42
1.7 IT and business misalignment – A cure 44
1.8 How will the relevance and importance of IT service management change over the next five years? 48
1.9 Visions of the future: The IT Swami’s seven visions of the future of ITIL 52
1.10 How might our best practice evolve? 56
1.11 Improved governance must deliver value from IT 60
Chapter 2 Governance 64
2.1 Introduction 66
2.2 Best practices in IT governance and alignment 68
2.3 Shop Floor IT governance 78
2.4 A new paradigm for IT governance in the Extended Enterprise 86
2.5 Future-proof compliance: Fact or fable? 104
2.6 Does ROI matter? Insights in the true business value of IT 116
2.7 Managing IT chains in large organizations: A transition process 136
Chapter 3 Demand, portfolio and sourcing 158
3.1 Introduction 160
3.2 Demand on demand 164
3.3 The art of Business Service Management: A rebellious service portfolio practice 178
3.4 Next generation IT performance management 194
3.5 Outsourcing: To be, or not to be in control, that is the question 212
3.6 Business Service Orchestration: Delivering single-source performance in a multi-source world 234
Chapter 4 Awareness and implementation 248
4.1 Introduction 250
4.2 Using simulations to increase the success of your ITSM initiative 252
4.3 Applying the five disciplines of the learning organization to ITIL 268
4.4 ABC of ICT V3 282
Chapter 5 Organization 314
5.1 Introduction 316
5.2 Out of one silo and into another 318
5.3 The Process Management Matrix (PMM), variations in process management 334
5.4 Improving the IT organization using the team model (MOF) 350
Chapter 6 Modeling 366
6.1 Introduction 368
6.2 Rapidly designing detailed IT processes 370
6.3 Functions and processes in IT management 390
Chapter 7 Processes 412
7.1 Introduction 414
7.2 Integrating configuration management into existing processes 416
7.3 Bringing wisdom to ITSM with the Service Knowledge Management System 436
7.4 Starting right with the service portfolio & service catalog in the information age
7.5 Service catalog management - Best practices and practical advice 462
7.6 Request fulfillment - Ten best practices for managing IT service requests 476
7.7 The unclear relationship between change, release and project management 488
Chapter 8 Standards and frameworks 508
8.1 Introduction 510
8.2 ISO/IEC 20000: The compass to guide your path in the best practice universe 512
8.3 The Viable Services Model: Service quality, service interdependence and service completeness 536
8.4 Bridging the gap between business and technology 556
8.5 The Application Services Library, adapted to the IT-services world of the future 572
Chapter 9 Metrics 588
9.1 Introduction 590
9.2 How to implement metrics for IT service management 592
9.3 The itSMF benchmark 616
9.4 Selecting business-relevant metrics 628
9.5 The power of Six Sigma for ITIL Continual Service Improvement 638
Chapter 10 Indexes 652
10.1 Titles 654
10.2 Authors 656