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.
1: Setting the Stage
2: Inventory the Current Service Offering
3: Validate the Current Service Model
4: Establish an ITSM Steering Committee
5: Define the Ideal Target State
6: Create the IT Strategic and Tactical Plans
7: Define the Organizational Roles and Responsibilities
8: Standardized Development Approach
9: Strategy and Planning
10: Logical and Physical Design
11: Build and Test
12: Conduct Service and Process Health Assessments
13: Analysis and Deployment
14: Operation and Sustainment
15: Balanced Scorecard and Continual Improvement
16: Putting it all Together