The official ITIL® volumes explain what service management is, how the processes work and fit together, and why IT functions should adopt the practice, but they are notoriously vague on how to design and implement an ITSM model in a real organization. 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.
Real-world IT Service Management
- Documenting objectives, identifying current and future demands, analyzing 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.
A practical guide to ITSM
Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is aimed at ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations.
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