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Service Management Process Maps: Your Route to Service Excellence
ITIL has become the de facto standard in Service Management best practice processes and the lens through which the value of IT services is viewed and measured. ITIL, with its emphasis on standardizing IT processes and building a common language, helps you better manage and optimize the cost and quality of IT services.
As organizations look
to implement quality Service Management processes, the same questions repeatedly arise:
* How do all these processes interface with each other?
* How do the processes work within a culture of change and evolution?
* How can we easily communicate our often technical vision throughout the organization?
In this book, the concepts of Service Management processes are described within the structure of Continuous Improvement (The Deming Cycle of Plan-Do-Check-Act) - because this is exactly what should happen in the real world. The path to Service Excellence is never static, but should be a never-ending journey that continually evolves. This title similarly describes the Service Excellence path as a journey - in this case a Subway.
This analogy allows a clear presentation of how the different Service Management processes interface with each other and identifies the critical 'stations' where two or more processes come together to achieve progress without 'collisions'.
This title is unique in that it presents the difficult concepts of Service Management processes within an organizational culture of Continuous Improvement. Using a simple analogy to a concept that everyone will understand (the Subway), the benefits of constant evolution are clearly illustrated, allowing a greater appreciation of colleagues' journeys and how to support them. With a Foreword by Kris K Brittain of Gartner, Inc
CONTENTS:
Chapter 1 Service Management Process Maps: Select Your Route to ITIL Best Practice
Chapter 2 Service Support and Service Delivery - An Introduction
Service Support
Chapter 3 Service Desk Function: The Conductor of your ITSM journey
Chapter 4 Incident Management
Chapter 5 Problem Management
Chapter 6 Change Management
Chapter 7 Configuration Management
Chapter 8 Configuration Management Database (CMDB) Function
Chapter 9 Release Management
Service Delivery
Chapter 10 Availability Management
Chapter 11 Capacity Management
Chapter 12 Service Level Management
Chapter 13 Financial Management for IT Services
Chapter 14 Service Continuity Management
Appendix A Apollo 13: Learning from Simulations to help ensure business success
Appendix B The Role of education in ITIL Implementation
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