ITIL: service management implementation and operation
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boca Raton
CRC Press
2011
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XXXVII, 515 S. graph. Darst. |
| ISBN: | 9781420089394 |
Internformat
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV036705013 | ||
| 003 | DE-604 | ||
| 007 | t| | ||
| 008 | 101006s2011 xxud||| |||| 00||| eng d | ||
| 010 | |a 2010025874 | ||
| 020 | |a 9781420089394 |c alk. paper |9 978-1-420-08939-4 | ||
| 035 | |a (OCoLC)705887647 | ||
| 035 | |a (DE-599)BVBBV036705013 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 044 | |a xxu |c US | ||
| 049 | |a DE-473 | ||
| 050 | 0 | |a HD30.2 | |
| 082 | 0 | |a 004.068 | |
| 100 | 1 | |a Shuja, Ahmad K. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a ITIL |b service management implementation and operation |c Ahmad K. Shuja |
| 264 | 1 | |a Boca Raton |b CRC Press |c 2011 | |
| 300 | |a XXXVII, 515 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 4 | |a Information technology |x Management | |
| 650 | 4 | |a Support services (Management) | |
| 650 | 0 | 7 | |a IT infrastructure library |0 (DE-588)4778548-2 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a IT infrastructure library |0 (DE-588)4778548-2 |D s |
| 689 | 0 | |5 DE-604 | |
| 856 | 4 | 2 | |m Digitalisierung UB Bamberg |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020623352&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 943 | 1 | |a oai:aleph.bib-bvb.de:BVB01-020623352 | |
Datensatz im Suchindex
| _version_ | 1820882382620721152 |
|---|---|
| adam_text |
Contents
Foreword
.xxvii
Preface
.xxix
Author
.xxxi
Content and Structure of
/7/1:
Service Management Implementation
and Operation
.xxxiii
Audience
.xxxvii
PART I ITIL v3 AND ORGANIZATIONAL TRANSFORMATION
1
Introduction
.3
An Overview of BSM
.4
Business Vision and Strategy
.7
Business Processes
.8
Business Services
.8
Technical Services
.8
Technology Components
.9
Service Tree
.9
End-to-End BSM
.11
The Nature of Business Enterprises and BSM
.12
Business Enterprise: A System of Systems
.13
Business Enterprise: The Only Constant Is Change, and Our Nature Is to
Resist Change
.13
Business Enterprise: Lives through a Complete Life Cycle
.14
Evolution, Transformation, and Governance
.15
Aligning Transformational Drivers
.17
External Drivers
.18
Be Compliant
.19
Be Responsible and Ethical
.19
Be Competitive
.19
Internal Drivers
.20
Be Profitable
.20
Be Innovative
.20
VII
viii
■ Contents
Summary
.22
References
.22
2
Integrating IT with Business
.23
ITSM, BSM, and Business—IT Integration
.25
Positioning IT Organization and Establishing the Vision
.29
Level
1:
Technology
.30
Level
2:
Products/Services
.30
Level
3:
Customers
.31
Level
4:
Business
.31
Level
5:
Value Chain
.31
Is Business—IT Integration Right for Us?
.33
Aligning Business and IT Strategies
.33
Business Process and Business—IT Integration
.35
Business Processes, Business Services, and Technical/IT Services
.36
Enabling Business Processes
.38
Business Service Management and Business Process Management
.39
Factors Impacting Service Management Implementation
.40
Measuring Business—IT Integration
.41
Quality and Maturity of Business and Technical Services (IT Services)
.42
Business Process Enablement and Support
.42
Business—IT Integration
.43
Summary
.43
References
.43
3
Service Management Implementation Overview
.45
BSM at a Restaurant
.48
BSM at a Mature IT Organization: The Target State
.50
Challenges Faced by Less Mature IT Organizations
.55
Siloed Engineering and Development
.57
Siloed Technology Management
.57
Mismanagement of Service Availability
.57
Misalignment with Business Needs
.57
Siloed Request Management
.58
Siloed Reporting and Communication
.58
Siloed Visions and Leadership
.59
Siloed Supplier Management
.59
Who Is Impacted by This Siloed Approach?
.59
What Can BSM Do to Help?
.59
Business—IT Integration
.60
Efficient Management of Services
.60
Appropriate Organizational Alignment
.60
Greater Traceability between IT Capabilities and Business Goals
.60
Greater Transparency
.60
Clear Definition of Channel^) Available to the Customer to Engage IT
.60
Right Level of Governance
.60
Difficulties Associated with Implementing BSM
.61
Contents ■ ix
Cultural
Shift and Organizational Change
.61
Technology Management vs. Business Management
.61
Service Management vs. Technology Management
.62
Balancing Resources between Firefighting and Innovation
.63
Lack of In-House BSM and ITIL Expertise
.63
Multiple Independent Silos and Varying Maturity Levels
.64
Efforts Required to Improve Service Management Processes
.64
Longer Turnaround Times
.64
ITIL v3 and Common BSM Implementation Practice
.64
Problems Associated with the Traditional ITIL Implementation Method
.67
Longer Turnaround for Potential Return on BSM Investments
.67
Nontargeted Improvement Investments
.67
Ineffective Risk Management
.67
Key Service Management Implementation Components
.68
Service Improvement
.68
Service Management Process Improvement
.69
Continual Service Improvement
.69
Key Inputs
.69
Key Activities
.70
Output
.70
Summary
.70
Reference
.70
PART II ITERATIVE AND INCREMENTAL APPROACH TO
IMPLEMENTING BUSINESS SERVICE MANAGEMENT
4
Iterative and Incremental Service-Oriented Service Management
Implementation: An Introduction
.73
Introduction
.74
Purpose of
Í2-SOSMI
.74
Implementing One "Slice" of BSM Vision at
a Time.74
What Does It Mean to Implement a Slice of BSM?
.75
Expected Benefits
.77
The
Í2-SOSMI
Architecture
.77
Disciplines
.78
Meaning of theTerm "Discipline"
.80
The
Í2-SOSMI
Disciplines
.80
Project Management
.83
People and Organization
.83
Continual Service Improvement Institutionalization
.83
Business Service Improvement and End-to-End BSM Implementation
. 84
Service Management Process Improvement
.85
BSM Technology Architecture and Integration
.85
BSM Technology Delivery
.86
Key Components of the ¡2-SOSMI Disciplines
.86
Objectives
.86
к
■ Contents
Work Breakdown Structure
.86
Workflow
.87
Roles
.87
Artifact
.87
Key Concepts
.87
Phases
.87
Iterations
.88
Visualize Iteration
.89
Architect Iteration
.89
Realize Iteration
.89
High-Level
Í2-SOSMI
Iteration Activities
.89
Align with Vision and Strategy
.89
Establish Service Management Foundation
.89
Incident Management, Problem Management,
and Change Management
.91
Service Asset and Configuration Management
.91
Service Catalog Management
.91
Core Repeatable Activities
.93
Analyze
.93
Design
.93
Implement
.94
The
Í2-SOSMI
Patterns
.94
The
Í2-SOSMI
Pattern: Business-Value Creation
.94
The
Í2-SOSMI
Pattern: Compliance and Regulation Improvement
.97
The
Í2-SOSMI
Pattern: Hybrid
.97
Summary
.97
References
.97
5
Discipline: Project Management
.99
Purpose
.100
Objectives
.102
Work Breakdown Structure
.102
Project Management Workflow
.102
Initiate
.102
Understand Business and IT Vision
.102
Establish a Business—IT Integration Strategy and Roadmap
.102
Purpose
.102
Preconditions
.103
Activity Overview
.103
Activity Details
.104
Postconditions
.105
Evaluate Risks and Scope
.105
Purpose
.105
Preconditions
.105
Activity Overview
.105
Activity Details
.105
Postconditions
.107
Contents ■ xi
Establish Scope
.107
Purpose
.107
Preconditions
.107
Activity Overview
.107
Activity Details
.108
Postconditions
.108
Develop BSM Project Charter
.108
Purpose
.108
Preconditions
.108
Activity Overview
.108
Activity Details
.109
Postcondition
.109
Plan
.109
Plan the BSM Project
.110
Purpose
.110
Preconditions
.110
Activity Overview
.110
Activity Details
.110
Postcondition
.
Ill
Plan for Next Phase
.112
Purpose
.112
Preconditions
.112
Activity Overview
.112
Activity Details
.112
Postcondition
.113
Plan for Next Iteration
.113
Purpose
.113
Preconditions
.113
Activity Overview
.113
Activity Details
.114
Postconditions
.114
Execute
.114
Manage the Phase
.115
Manage the Iteration
.115
Purpose
.115
Preconditions
.115
Activity Overview
.115
Activity Details
.116
Postconditions
.116
Manage Scope and Risks
.116
Purpose
.116
Preconditions
.116
Activity Overview
.116
Activity Details
.117
Postconditions
.118
Monitor and Control
.118
Monitor and Control Project
.118
xii ■ Contents
Purpose
.118
Preconditions
.118
Activity Overview
.118
Activity Details
.118
Postconditions
.119
Evaluate Iteration Results
.119
Purpose
.119
Preconditions
.119
Activity Overview
.119
Activity Details
.119
Postcondition
.120
Ensure Alignment with Business and IT Vision
.120
Purpose
.120
Preconditions
.120
Activity Overview
.120
Activity Details
.120
Postcondition
.121
Close
.121
Close Phase
.121
Purpose
.121
Preconditions
.121
Activity Overview
.121
Activity Details
. 122
Postcondition
.122
Perform Project Acceptance
. 122
Purpose
. 122
Precondition
.123
Activity Overview
.123
Activity Details
. 123
Postcondition
.123
Close Project
.124
Purpose
.124
Precondition
. 124
Activity Overview
. 124
Activity Details
.124
Postcondition
.124
Primary Roles and Responsibilities
.125
Project Manager
.125
Executive Sponsor
.125
Management Reviewer
.125
Risk Owner
.125
ITIL Expert Consultant
.126
Key Artifacts
. 126
Business Vision Document
.126
IT Vision Document
.126
IT Strategy Document
. 126
BSM Business Case
.126
Contents ■ xiii
BSM
Project Charter
.127
BSM Project
Plan.127
BSM
Strategy and Road Map Presentation
. 127
Iteration Assessment Report
.129
Work Order
.129
Project Status Report
.129
Issue List
.129
Summary
.129
Reference
.129
6
Discipline: People and Organization
.131
Introduction
.132
Purpose
.133
Objectives
.133
Work Breakdown Structure
.133
People and Organization Workflow
.135
Envision the Organization
.135
Define Organizational Principles
.135
Purpose
.137
Preconditions
.137
Activity Overview
.137
Postcondition
.137
Establish Organizational Mission
.137
Purpose
.139
Preconditions
.139
Activity Overview
.139
Postcondition
.139
Assess Existing Organizational Structures and Peoples' Competencies
.139
Document AS-IS Organization
.140
Purpose
.140
Precondition
.140
Activity Overview
.140
Postcondition
.140
Analyze AS-IS Organization
.140
Purpose
.141
Precondition
.141
Activity Overview
.141
Postcondition
.141
Design the Desired Organization
.141
Design the TO-BE Organization
.142
Purpose
.142
Preconditions
.142
Activity Overview
.142
Postcondition
.142
Create a TO-BE Organization Chart and Define and Refine Roles
and Responsibilities
.142
Purpose
.143
xiv ■ Contents
Preconditions
.143
Activity Overview
.143
Postconditions
.143
Implement and Manage the Organizational Transformation
.144
Plan the Organizational Change
.144
Purpose
.144
Preconditions
.144
Activity Overview
.144
Postcondition
.145
Implement the Organizational Change
.145
Continually Review and Align
.145
Review Organization Performance
.145
Purpose
.146
Preconditions
.146
Activity Overview
.146
Postcondition
.146
Identify Organizational Gaps and Define Opportunities
.147
Purpose
.147
Preconditions
.147
Activity Overview
.147
Postconditions
.147
Align Organization to Optimize Performance
.148
Primary Roles and Responsibilities
.148
Human Resources Manager
.148
Human Resources Analyst
.148
Communications Manager
.148
Key Artifacts
.148
Organizational Principles Charter
.148
AS-IS Organization Chart
.148
Organization Assessment Report
.149
TO-BE Organization Design
.150
TO-BE Organization Document
.150
Organizational Change Management Plan
.151
Summary
.151
References
.151
7
Discipline: Continual Service Improvement Institutionalization
.153
Purpose
.155
Objectives
.156
Work Breakdown Structure
.156
Workflow
.156
Plan
CSI
.157
Assess Existing Quality and Improvement Initiatives
.158
Purpose
.158
Precondition
.158
Activity Overview
.159
Postconditions
.159
Contents ■ xv
Appoint
CSI Manager
.160
Create CSI Vision
and Strategy
.160
Purpose.
160
Preconditions
.161
Activity Overview
.161
Activity Details
.161
Postconditions
.161
Create
CSI
Plan
.161
Purpose
.162
Preconditions
.162
Activity Overview
.162
Activity Details
.162
Postcondition
.162
Establish
CSI
.162
Develop
CSI
Process
.162
Purpose
.163
Preconditions
.163
Activity Overview
.163
Design and Develop
CSI
Organization
.163
Purpose
.163
Preconditions
.163
Activity Overview
.164
Activity Details
.164
Postcondition
.164
Establish Process Management and Performance Monitoring Capabilities
.165
Purpose
.166
Preconditions
.166
Activity Overview
.166
Activity Details
.166
Postcondition
.167
Establish Appropriate Channels for Soliciting New Ideas
.167
Continually Assess and Improve
CSI
Performance
.167
Operate
CSI
.167
Identify and Analyze Business Needs
.168
Measure and Assess Service and Service Management Process Performance
.169
Purpose
.169
Preconditions
.169
Activity Overview
.169
Postcondition
.170
Identify Opportunities and Plan Continual Improvements
.170
Service Management Process Improvement
.170
Institutionalize
CSI
.170
Assess Existing Organizational Culture
.171
Purpose
.171
Preconditions
.171
Activity Overview
.172
Activity Details
.172
xvi ■ Contents
Postcondition
.173
Plan
Incremental Behavior Transformations
.173
Manage Cultural Change
.173
Enable
CSI
to Drive the Momentum and Maintain the Right
Organizational Focus
.174
Primary Roles and Responsibilities
.174
CSI
Manager
.174
CSI
Process Analyst
.174
CSI
Process Manager
.174
Requestor
.174
Key Stakeholder
.175
Key Artifacts
.175
Quality Initiatives List
.175
Quality Assessment Report
.176
CSI
Vision Document
.176
CSI
Strategy and Approach
.176
CSI
Plan
.176
CSI
Process
.176
CSI
Organization Design
.176
Business Process Management Requirements Document
.176
CSI
Organizational Integration and Communications
.177
Stakeholder Request
.177
Business Requirements Document
.177
Survey and Interview Findings
.178
Service Management Process Performance Data
.178
Service Management Process Performance Report
.178
Service Performance Data
.178
Service Performance Report
.178
Service and Service Management Process Improvement Opportunities
.178
Organizational Cultural Assessment Report
.178
Summary
.178
Reference
.179
8
Discipline: Business Service Improvement and End-to-End Business Service
Management Implementation
.181
Introduction
.182
Purpose
.188
Objectives
.188
Work Breakdown Structure
.189
Workflow
.189
Plan Business Service Improvement and End-to-End BSM Implementation
.189
Identify and Analyze Business Needs
.189
Prioritize Services
.190
Purpose
.190
Preconditions
.190
Activity Overview
.190
Postcondition
.190
Contents ■ xvii
Measure and Assess Service and Service Management Process Performance
.192
Establish and Agree on Desired Target Performance
.192
Purpose
.193
Precondition
.193
Activity Overview
.193
Postcondition
.193
Identify Opportunities and Plan Continual Improvements
.193
Improve and Align Service Strategy Components
.193
Assess Service Demand and IT Impact
.195
Purpose
.196
Preconditions
.196
Activity Overview
.196
Postconditions
.196
Define and Refine Service Vision and Strategy
.196
Improve Service Design Components
.197
Complete and Refine Service Catalog Record
.197
Define and Refine Service Level Requirements
.197
Build and Refine Service Design Package
.197
Purpose
.198
Precondition
.198
Activity Overview
.198
Activity Details
.198
Postcondition
.201
Improve Capacity and Availability Management
.201
Improve Service Transition Components
.201
Optimize Service Asset and Configuration Management
.202
Purpose
.202
Preconditions
.202
Activity Overview
.202
Postcondition
.203
Build Appropriate Change Models and Standard Changes
.203
Improve Service Operations Components
.204
Build End-to-End Request Fulfillment
.204
Purpose
.205
Preconditions
.205
Activity Overview
.206
Activity Details
.206
Postcondition
.207
Optimize Event Management
.207
Optimize Incident Management
.207
Optimize Access Management
.207
Primary Roles and Responsibilities
.207
Service Manager
.207
Service Owner
.208
Enterprise Architect
.208
Key Artifacts
.208
Service Catalog
.208
xviii ■ Contents
Service Level
Requirement
.209
Service
Priority Document.
209
Service
Improvement Plan
.209
Service Level Agreement.209
Service
Demand
Trends
and IT Capacity
Report.211
Service Design
Package
.211
Business
Requirements Document.
211
Organization Assessment Report
.212
Service Statistics
.212
Key Concepts
.212
Service Level Agreements, Operational Level Agreements, and Underpinning
Contracts
.212
Service Catalog, Request Fulfillment, and Service Level Management
.213
IT Request Classification
.213
Summary
.216
Reference
.216
9
Discipline: Service Management Process Improvement
.217
Introduction
.218
Purpose
.219
Objectives
.219
Work Breakdown Structure
.219
Plan Service Management Process Improvement
.222
Create PIP
.222
Purpose
.222
Preconditions
.223
Activity Overview
.223
Postcondition
.223
Identify and Appoint Process Owner
.223
Establish Process Vision and Strategy
.223
Define Process Vision and Strategy
.223
Purpose
.224
Precondition
.224
Activity Overview
.224
Postcondition
.224
Establish Process Policy
.224
Purpose
.225
Preconditions
.225
Activity Overview
.225
Postcondition
.225
Establish Measurable Targets
.225
Preconditions
.225
Activity Overview
.226
Postcondition
.226
Assess AS-IS Process Performance
.226
Document AS-IS Process
.226
Analyze AS-IS Process
.226
Contents ■ xix
Precondition
.227
Activity Overview
.227
Postcondition
.227
Identify Gaps and Opportunities
.227
Assess Gaps
.227
Identify Improvement Opportunities
.227
Design TO-BE Process and Document-Related Requirements
.227
Design TO-BE Process
.228
Purpose
.228
Preconditions
.228
Activity Overview
.228
Activity Details
.228
Postcondition
.228
Explore Process Automation Opportunities
.229
Document Process Automation Requirements
.229
Purpose
.229
Precondition
.230
Activity Overview
.230
Activity Details
.230
Achieve Quick Wins or Quick Fixes
.230
Assess Interprocess Dependencies
.232
Identify Opportunities for Quick Wins across Other Processes
.232
Ensure Alignment with Strategic Improvements
.232
Document Quick Win Requirements
.232
Primary Roles and Responsibilities
.232
Key Artifacts
.233
Process Vision
.233
Process Strategy
.233
Process Policy
.233
Measurable Targets
.233
Process Improvement Plan
.234
Process Performance Assessment Report
.234
Key Concepts
.234
Process Maturity
.234
Service Management Process Development Boot Camp
.234
Prerequisites
.236
Steps
.236
Summary
.237
Reference
.237
10
Discipline: Business Service Management Technology Architecture
and Integration
.239
Introduction
.240
Purpose
.240
Objectives
.240
Work Breakdown Structure
.241
Workflow
.241
xx ■ Contents
Define
BSM Technology
Strategy and
Architecture
.243
Define BSM Technology Strategy
.243
Purpose
.243
Preconditions
.243
Activity Overview
.243
Define the BSM Solution Architecture Roadmap
.243
Assess the AS-IS BSM Technology Landscape
.244
Understand Enterprise Architecture (If Applicable)
.244
Identify Integration Requirements
.244
Purpose
.245
Preconditions
.245
Activity Overview
.245
Postcondition
.245
Define Architecture and Integration Requirements
.245
Analyze TO-BE Process and Desired Capabilities
.245
Review Business Requirements Document
.246
Analyze Automation Requirements and Assess Use-Cases
.246
Identify BSM Tools and Assess Alignment
.246
Identify and Assess Existing Components for Reuse
.246
Identify and Assess BSM Tools
.246
Develop TO-BE BSM Solution Architecture and Related Standards
.246
Develop BSM Application and Integration Architecture
.247
Develop BSM Data and Information Architecture
.247
Develop BSM Infrastructure Architecture
.249
Build BSM Solution Architecture PoC
.249
Refine BSM Solution Architecture
.249
Primary Roles and Responsibilities
.250
BSM Technology Architect
.250
BSM Technology Vendor
.250
Key Artifacts
.250
BSM Technology Strategy
.253
BSM Solution Architecture Roadmap
.253
BSM Architecture Assessment Report
.253
BSM Solution Architecture Options
.255
BSM Solution Architecture Document
.255
Review Record
.256
Summary
.256
Reference
.256
11
Discipline: Business Service Management Technology Delivery
.257
Introduction
.258
Purpose
.258
Work Breakdown Structure
.259
BSM Technology Delivery Workflow
.259
Develop Detailed Design of BSM Solution
.259
Develop BSM Solution Design Document
.260
Contents ■ xxi
Implement BSM Solution
.261
Develop BSM Solution Components
.261
Integrate BSM Solution Components
.261
Implement BSM Solution
.261
Implement Quick Wins
.261
Test BSM Solution
.261
Develop Test Plan
.262
Test BSM Solution
.262
Test Quick Wins
.262
Deploy BSM Solution
.262
Develop Deployment Plan
.262
Develop Support Material
.262
Deploy BSM Solution
.262
Deploy New Releases
.263
Primary Roles and Responsibilities
.263
BSM Solution Delivery Manager
.263
BSM Solution Designer
.263
BSM Solution Implementer
.263
BSM Solution Tester
.263
Key Artifacts
.263
BSM Solution Design Document
.263
BSM Solution
.264
Summary
.264
Reference
.264
12
Iterative and Incremental Service-Oriented Service Management
Implementation Life Cycle: Phases and Iterations
.265
Introduction
.265
The
Í2-SOSMI
Life Cycle
.268
Life Cycle Phases and Objectives
.270
Rapid Service Improvement Framework
.270
Foundation
.273
Purpose
.273
Objectives
.273
Design
.285
Purpose
.285
Objectives
.285
Align
.294
Purpose
.294
Objectives
.294
Integrate
.299
Purpose
.299
Objectives
.299
Overview of aTypical Iteration
.303
Align with Vision and Strategy
.303
Establish BSM Foundation
.303
The Pattern
.303
xxii ■ Contents
Visualize
Iteration.304
Analyze and Envision IT Organization
.304
Envision and Create Service Catalog Management Process Improvement Plan
.307
Envision, Design, and Establish
CSI
.307
Define the BSM Technology Strategy and Develop a BSM Architecture
Roadmap
.308
Plan the BSM Project
.308
Plan Continual Improvements and Cultural Change
.308
Prioritize and Plan Business Service Improvements
.309
Prioritize and Plan Service Management Process Improvements
.309
Analyze Business Service and Service Management Process Automation
Requirements
.309
Identify, Analyze, Architect, and Realize Quick Wins
.314
Architect Iteration
.314
Manage the BSM Project, Phase, and Iteration
.318
Design the TO-BE Organization and Plan the Needed Organizational Change.
318
Architect Business Service Improvements and End-to-End BSM Capabilities
.319
Architect TO-BE Service Management Processes
.320
Design and Build Key BSM Solution Components
.320
Architect and Prototype the BSM Solution
.320
Develop
CSI
Process and Organization
.324
Realize Iteration
.324
Manage Iteration, Evaluate, and Close BSM Project or Phase as Needed
.325
Achieve Planned Organizational Alignments and Improvements
.327
Achieve Business Service Improvements and Realize End-to-End BSM
.327
Build and Deploy BSM Solution
.328
Establish
CSI
Technologies and Capabilities
.328
Conclusion
.328
PART III PLANNING AND IMPLEMENTING BUSINESS SERVICE
MANAGEMENT
13
Business Service Management Roadmap
.331
Introduction
.331
Critical Aspects of BSM Implementation
.333
Vision and Strategy
.333
Governance
.333
People
.334
Processes
.334
Tools
.334
Organization
.334
Business—IT Integration Management
.335
Horizontally Integrated Service Support Management
.335
IT Management
.337
Enterprise Architecture Management
.337
BSM Implementation Road Map
.338
Establishing the BSM Vision
.338
Contents ■ xxiii
Factors
to Consider When Building a BSM Roadmap
.338
Organizational Culture
.338
Creating, Measuring, and Communicating Success
.339
Foundation Maturity
.339
Prioritizing Processes and Services
.339
High-Level BSM Roadmap
.339
Key BSM Implementation Work Streams
.339
Project Management
.339
People and Organization
.341
Continual Service Improvement Instimtionalization
.341
Business Service Improvement
.341
Service Management Process Improvement
.342
BSM Technology Architecture and Integration
.342
BSM Technology Delivery
.342
Critical Success Factors
.342
Summary
.344
References
.344
14
Business Service Management Implementation Planning
.345
Introduction
.346
Organizational Complexity
.346
Organizational Maturity
.346
Process Maturity
.346
Organizational Culture
.347
Regulatory, Compliance, and Policy Requirements
.347
Organization Size
.347
Factors to Consider When Building a Detail Plan
.348
Who Is Asking for It?
.348
Senior Management
.348
Needed for Survival
.349
Don't Want to Fight Fires Anymore
.349
Business and IT Drivers
.350
Organizational Culture
.350
Peoples' Attitudes (Service-Focused Thinking and Customer-Oriented
Approach)
.350
Surviving vs. Thriving
.350
Ad hoc vs. Planned and Reactive vs. Proactive
.351
Middle Management Challenge
.351
Cultural Transformation Cannot Be a "Big Bang"
.351
Size and Complexity
.351
Service Management Process Maturity
.352
Service Management Technological Enablement
.352
Building on the BSM Roadmap
.352
BSM Implementation Patterns
.352
Business Value Creation
.354
Purpose
.354
Description
.354
xxiv ■ Contents
Service Management
Process Improvements.
354
Compliance and Regulation
.356
Hybrid
.359
BSM Project Work Streams
.361
Common Challenges or Opportunities
.361
People
.362
Senior Management
.362
Organization
.362
Technology and Tools
.362
Critical Success Factors
.362
People, People, People
.362
Communication
.362
Communicating Value to the Business
.364
Communication Value to the IT
.364
Organizational Change Management
.364
Process Change Management
.365
Process Automation and Tool Development
.365
Understanding the "Big Picture": BSM Architecture
.365
Business Architecture and Service Strategy
.365
Enterprise Governance
.367
Service Architecture and Design
.367
Service Transition
.367
Service Operation
.367
Understanding and Planning for
CSI
.367
BSM Implementation Project Plan Template
.368
BSM Project Charter and Plan
.369
Summary
.369
References
.369
15
Implementing Business Service Management
.371
Iterative and Incremental BSM Implementation
.371
Measuring and Communicating Improvements
.371
Customer Satisfaction
.372
Business Performance
.372
Service Performance
.372
Organization and People Performance
.372
Service Management Process Performance
.373
Technology Performance
.373
Service Catalog
—
The Foundation for BSM Implementation
.373
Service Principles
.374
Defining the Service Catalog
.376
Preparing for the Definition of the Service Catalog
.376
Defining Services
.377
Fulfilling Service Requests
.378
Common Challenges and Risks
.379
Summary
.380
Contents ■ xxv
PART IV OPERATING BUSINESS SERVICE MANAGEMENT
16
Operating Business Service Management
.383
Business and IT: Integration and Traceability
.383
Service Strategy and Planning
.383
Service Support and Delivery Management
.385
Service Technology and Automation
.385
Measures of Operational Performance
.385
Key Aspects of Effective Operations
.387
Service Strategy
.387
Service Design
.387
Service Transition
.389
Testing and Validation
.389
Controlling Changes
.389
Service Operation
.390
Configuration Item Ownership
.390
Service Request Management or Request Fulfillment.
.391
Service Performance Monitoring and Management
.394
Other Common Aspects
.395
Not Everything Is Important
.395
Measure and Communicate
.395
Realizing Vision through Process Ownership
.395
Manage Processes
.400
Formal Problem Management Is Important
.400
Leadership and Management Are the Foundation
.400
Shape the Right Behavior
.400
IT Outsourcing and BSM
.401
Complete IT Outsourcing
.401
Service Desk Outsourcing Option
.401
IT Operational Management Outsourcing Option
.405
Summary
.405
Reference
.405
17
IT Service Management, Enterprise Architecture, and Service-Oriented
Architecture
—
Effective Enablement of Business Service Management
.407
Introduction
.408
The Business-IT Gap Problem
.408
Business-IT Integration Solution
.410
Business Service Management
.410
Enterprise Architecture
.410
Service-Oriented Architecture
.417
Unifying EA, ITILv3, and BSM
.421
Extended Service Life Cycle
.421
The ESL Model
.422
Business Process Innovation and Emerging Technologies
.423
Adoption, Diffusion, and Habitation of New Innovations
.423
xxvi ■ Contents
EA—
A Component of ESL
.426
EA Interfaces with All Components of the Service Life Cycle
.428
Role of EAto Ensure Habitation
.428
ESL Workflow
.429
EA and ITIL v3—Driven Conceptual Organizational Architecture
.429
Enterprise Business Architecture and ITIL v3 Service Strategy
.429
Enterprise Service, Application, Integration and Infrastructure Architectures,
and ITIL v3
.431
Bringing EA and BSM Together
—
Unified BSM
.436
Business Architecture and Service Strategy
.436
Enterprise Governance
.436
Service Architecture and Design
.436
Summary
.437
References
.437
Appendix A Sample IT Service Catalog
.439
Appendix
В
«Organization Name» Business Service Management Project
Charter Template
.465
Appendix
С
«Organization Name» Business Service Management
Implementation Project Communication Strategy and
Plan Template
.491
Index
.503
ADDITIONAL ITSM IMPLEMENTATION
&
SUPPORT MATERIAL
Additional support material related to implementing business service and IT service management
can be acquired from www.xceedure.com. This material includes a sample IT service catalog, pre¬
sentation templates, other process-specific implementation books as well as planning and assess¬
ment tools. |
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| dewey-tens | 000 - Computer science, information, general works |
| discipline | Informatik |
| format | Book |
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| illustrated | Illustrated |
| indexdate | 2025-01-10T17:06:01Z |
| institution | BVB |
| isbn | 9781420089394 |
| language | English |
| lccn | 2010025874 |
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| spelling | Shuja, Ahmad K. Verfasser aut ITIL service management implementation and operation Ahmad K. Shuja Boca Raton CRC Press 2011 XXXVII, 515 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Information technology Management Support services (Management) IT infrastructure library (DE-588)4778548-2 gnd rswk-swf IT infrastructure library (DE-588)4778548-2 s DE-604 Digitalisierung UB Bamberg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020623352&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Shuja, Ahmad K. ITIL service management implementation and operation Information technology Management Support services (Management) IT infrastructure library (DE-588)4778548-2 gnd |
| subject_GND | (DE-588)4778548-2 |
| title | ITIL service management implementation and operation |
| title_auth | ITIL service management implementation and operation |
| title_exact_search | ITIL service management implementation and operation |
| title_full | ITIL service management implementation and operation Ahmad K. Shuja |
| title_fullStr | ITIL service management implementation and operation Ahmad K. Shuja |
| title_full_unstemmed | ITIL service management implementation and operation Ahmad K. Shuja |
| title_short | ITIL |
| title_sort | itil service management implementation and operation |
| title_sub | service management implementation and operation |
| topic | Information technology Management Support services (Management) IT infrastructure library (DE-588)4778548-2 gnd |
| topic_facet | Information technology Management Support services (Management) IT infrastructure library |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020623352&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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