IT Service Management from Hell (eBook)

Thanks....... 6
Foreword 12
The cast of characters 14
1 Highlights and heroes in the history of project management 18
1.1 Project management - What is it? 20
1.2 Why do it?? 23
1.3 Where it all began 25
1.4 Great moments in the history of project management 26
1.5 Heroes of project management 28
1.6 The frog that turned out to be a frog despite all the kissing 28
2 Risk Management 30
2.1 Risk management - What it is 32
2.2 PRAM, PRAT, CRAMM and CRIB 32
2.3 Critical path analysis 33
3 Getting started, planning and other stuff 36
3.1 Doing nothing 38
3.2 Continuing to do nothing whilst looking like doing something 39
3.3 Managing the risk of being caught doing nothing 40
3.4 The business case 40
3.5 Phases of a project 41
3.6 Go/not even if I can marry Claudia Schiffer situations 46
3.7 Baling out 46
4 Graphs, GANTT charts and similar time wasting activities 48
4.1 Graphs and GANTT charts 50
4.2 Costs 50
4.3 Slush funds 51
4.4 PRINCE 2 51
5 Activities taking place 54
5.1 Estimating how bad things are 56
5.2 Troubleshooting 57
5.3 Manipulating results 57
5.4 Damage limitation 58
5.5 Lying through your teeth 59
5.6 Travelling in South America 59
6 Laughing in the face of failure and smacking the bottom of criticism 62
6.1 Report writing 64
6.2 Hard and Soft benefits 65
6.3 Crying in public (the benefits) 65
7 Not ITIL....... 68
7.1 Introduction to ITIL and ITSM 70
7.2 Customers and Users 71
7.3 The intelligent customer function 73
7.4 Using consultants 74
8 Scoping the fightback 78
8.1 Service with a snarl 80
8.2 Arcane pleasures 81
9 The Help Desk from hell 84
9.1 Help Desks 86
9.2 Lightening the load 87
9.3 Training 88
9.4 Problem management 89
9.5 Incident classification and priority coding 89
9.6 Problem user record 90
9.7 Change management 91
10 Getting the IT infrastructure you want 92
10.1 The IS strategy 94
10.2 Scaring the pants off them 95
10.3 Blackmail 95
10.4 The components of the IS strategy 96
10.5 Measuring for performance 96
10.6 The Balanced Scorecard 96
10.7 Quality improvements 97
10.8 Risk management 98
11 Providing less with more 100
11.1 Managing resources 102
11.2 Misunderstanding customer needs 102
11.3 The services provided 103
11.4 Measuring customer satisfaction 103
11.5 Satisfaction measurement methodology 104
12 SLAs that work 108
12.1 Practising safe SLAs 110
12.2 Managing change 112
13 Capacity and cost management 114
13.1 Capacity management 116
13.2 Cost Management 116
14 Costs, benefits and possible problems 118
14.1 Costs 120
14.2 Benefits 121
14.3 Possible problems 122
14.4 And finally 123
Definitions, abbreviations and acronyms 124