ITIL V3 planning to implement service management:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
TSO
2010
|
| Schriftenreihe: | ITIL : OCG portfolio product
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | IX, 320 S. Ill., graph. Darst. 21 x 21 cm |
| ISBN: | 9780113311095 |
Internformat
MARC
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: ITIL® V3 planning to implement service management
Autor: Rudd, Colin
Jahr: 2010
Contents
List of figures í
List of tables vii
Acknowledgements viii
1 Introduction 1
1.1 ITIL and good practice in service
management 4
1.2 Overview 7
1.3 Purpose 8
1.4 Usage . 9
1.5 What are services? 10
1.6 Service management as a practice 11
1.7 Functions and processes across
the lifecycle 14
1.8 Planning and implementing fundamentals 17
2 Achieving cultural change 23
2.1 Improvement of organizational culture 28
2.2 Cultural initiatives 38
3 What is the vision? 49
3.1 Creating the vision 51
3.2 Communicating the vision 52
3.3 Empowering others to act on the vision 54
3.4 Setting direction 56
4 Where are we now? 61
4.1 A changing environment 63
4.2 Capability and maturity of IT organizations 64
4.3 Understanding where we are now 65
4.4 Stakeholder analysis 66
4.5 Benchmarking as a steering instrument 77
4.6 Assessment of vision and governance 81
4.7 Assessment of steering and strategy 85
4.8 Assessment of service management
processes 86
4.9 Assessment of people 93
4.10 Assessment of products, technology
and tools 94
4.11 Assessment of culture, service and attitude 96
4.12 Assessment of the organizational
structure, communication
and relationships 97
4.13 Assessment summary 98
5 Where do we want to be?
5.1 Defining the desired
future state
101
103
5.2 Gap analysis report 106
5.3 Business case for implementing service
management 110
5.4 Identifying and managing risks 113
5.5 Planning for quick wins 113
5.6 Action - defining the vision and setting
goals in relation to stakeholder needs 117
5.7 Expectation setting 118
5.8 Goals, questions and metrics 119
5.9 Tools 121
5.10 Conformance 122
IV
Contents
6 How do we get there? 123
6.1 Governance and strategy 127
6.2 Where to start 128
6.3 Where to finish 130
6.4 Producing the plan 131
6.5 Objectives, targets, measurement
and metrics 131
6.6 Awareness 135
6.7 Managing cultural changes 137
6.8 Roles for implementation 142
. 6.9 Training 147
6.10 Use of tools 150
7 Did we get there? 151
7.1 Critical success factors and key
performance indicators 155
7.2 Organizational drivers 159
8 How do we keep the momentum going? 163
8.1 Consolidate changes, produce
more change 166
8.2 Institutionalize the change 166
8.3 Ongoing monitoring and process reviews 167
8.4 Reinforce business and IT integration
continuously 170
8.5 Knowledge management 170
8.6 Knowledge management, continual
learning and improvement
9 Relationships, roles, organization
and structure
9.1 Relationships
9.2 Roles
9.3 Organization and structure
172
175
177
178
182
10 Enablers and blockers to successful
service management 191
10.1 The enablers 193
10.2 The blockers 195
11 Summary 203
Appendix A: The typical contents of a
business case 207
Appendix B: The extended process
maturity framework (EPMF) 213
Appendix C: Quality initiatives 223
Appendix D: An example of cost
benefit analysis for service
management processes 233
Appendix E: Pragmatic approaches to
service management implementation 237
Appendix F: Tool selection 251
Appendix G: A service management
case study 257
Appendix H: Bibliography 267
Glossary 271
Index 305
|
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| spelling | Rudd, Colin Verfasser aut ITIL V3 planning to implement service management [Colin Rudd] London TSO 2010 IX, 320 S. Ill., graph. Darst. 21 x 21 cm txt rdacontent n rdamedia nc rdacarrier ITIL : OCG portfolio product IT infrastructure library V3 (DE-588)7619112-6 gnd rswk-swf IT infrastructure library V3 (DE-588)7619112-6 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024259728&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Rudd, Colin ITIL V3 planning to implement service management IT infrastructure library V3 (DE-588)7619112-6 gnd |
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| title | ITIL V3 planning to implement service management |
| title_auth | ITIL V3 planning to implement service management |
| title_exact_search | ITIL V3 planning to implement service management |
| title_full | ITIL V3 planning to implement service management [Colin Rudd] |
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| title_full_unstemmed | ITIL V3 planning to implement service management [Colin Rudd] |
| title_short | ITIL V3 planning to implement service management |
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| topic_facet | IT infrastructure library V3 |
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