A wealth of material has been written to describe ITSM, but little practical advice is available on implementing an ITSM model in a real organization in order to achieve business objectives. This challenge is best understood by those with experience of transforming ineffective and expensive IT, yet most ITSM guides are authored from a purely academic standpoint.

Ten Steps to ITSM Success guides the reader through an ITSM transformation journey based on the authors’ real-world experiences. Advice is delivered through a ten-step approach, with each step building upon the successes of its predecessors. Summary lists of key questions to ask and specific actions to take are included in each step, and a useful business case template is provided as an appendix.

This book is aimed at ITSM practitioners and consultants, but will also be of interest to IT directors and C-suite executives looking to transform their IT into a value-creating business partner, to establish a service management culture, and to drive improvements within their organisation.

Subjects covered include:

• Documenting objectives, identifying current and future demands, analysing service financials.
• High-level design, negotiating development priorities, creating an execution plan and roadmap, agreeing roles and responsibilities.
• Detailed design, building, testing, deploying.
• Monitoring and continual improvement.

Each step includes summary lists of key questions to ask and specific actions to take, and a useful business case template is included as an appendix.