It Service Management From Hell Based On Not Itil
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Implementing Metrics For It Service Management
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Author : David Smith
language : en
Publisher: Van Haren
Release Date : 2008-08-08
Implementing Metrics For It Service Management written by David Smith and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-08-08 with Architecture categories.
This book 'Implementing Metrics for IT Service Management' provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL®) set of best practices. The framework is compatible with the Control Objectives for IT (CobiT®) framework and supports ISO/IEC 20000 standards for IT Service Management. This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included along with a scorecard accelerator software tool to further improve the learning experience and accelerate the adoption of measurements. The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. This book is complimentary to the book 'Metrics for IT Service Management' also published by Van Haren Publishing.
It Outsourcing Part 1 Contracting The Partner
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Author : Denis Verhoef
language : en
Publisher: Van Haren
Release Date : 2009-01-01
It Outsourcing Part 1 Contracting The Partner written by Denis Verhoef and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-01-01 with Architecture categories.
As companies focus on the core specialisms, most will look to the benefits of outsourcing some, if not all, of the IT services required. The benefits include: cost-efficient operations; delivery of IT services at lower cost through economies of scale; improvements in time-to-market of IT solutions; improvements in capability and quality of IT service delivery. This essential guide looks at the procedures needed to achieve all these benefits when contracting an outsourcing partner. It explains the benefits of a well thought-out and practical approach to selecting a partner; a partner, indeed, whose performance may make or break an organization s delivery to market. This book is a key reference guide to anyone procuring IT services and also to those who are responsible for maintaining the contract once signed. By covering all aspects of the Outsourcing contracting process, its guidance will help reduce risks and miscommunication. In addition its approach to the Request for Proposal (also known as Invitation to Tender) shows how clarity at this stage can deliver significant benefits as the services go live in the operational phase.
Service Management Strategies That Work
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Author : Adam Grummitt
language : en
Publisher: Van Haren
Release Date : 2007-09-09
Service Management Strategies That Work written by Adam Grummitt and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-09-09 with Architecture categories.
Pink Elephant is the world leader in IT management best practices, offering solutions to public and private businesses worldwide, many of them listed in the Fortune 500. The Company specializes in improving the quality of IT services through the application of recognized frameworks, including the IT Infrastructure Library (ITIL®).
Process Management Based On Sqeme
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Author : Jos van Oosten
language : en
Publisher: Van Haren
Release Date : 2008-04-24
Process Management Based On Sqeme written by Jos van Oosten and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-24 with Architecture categories.
SqEME® is an open standard for developing a processed-centred architecture of an enterprise. It may be reproduced freely by any organization wishing to use it to develop a governance structure on the quality of their business processes. SqEME® Process Management is a method that facilitates discussion of the design of the organization, in a subtle but unambiguous way. Processes have to hold a prominent place in observing organizations: how are the different parts of the organization tuned to each other and how does adequate communication take place? SqEME® as a methodology views processes from four different perspectives. SqEME® calls these windows , by means of which one seeks for the Constitution, Chemistry, Correspondence and Construction of the enterprise. SqEME® is the result of more than twenty years experience with the management of business processes within various organizations. SqEME® has been applied successfully in industry (chemistry, automotive, construction, paper), in the business sector (IT service, healthcare), in the non-profit sector, and in public companies such as the Prosecution Counsel, County Councils and local authorities. This book is particularly aimed at professionals who are involved in the change process within process-driven organizations. Anyone wishing to familiarize themselves with process-centred thinking will be pleased to find that this book adopts an innovative, yet practice-proven approach. The SqEME® Foundation is a platform for discussing the method and its application, where insights into the basic assumptions and backgrounds are shared: www.sqeme.org.
The Efqm Excellence Model For Assessing Organizational Performance
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Author : Chris Hakes
language : en
Publisher: Van Haren
Release Date : 2007-07-05
The Efqm Excellence Model For Assessing Organizational Performance written by Chris Hakes and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-07-05 with Architecture categories.
The EFQM Excellence Model was introduced at the beginning of 1992 as the framework for assessing organizations for the annual European Excellence Award . It is now the most widely used organizational assessment framework in Europe. Most users have no intention of applying to win awards; they use the framework and analysis techniques within the model as diagnostic tools that will help them to: assess the health of their organization, identify its strengths and areas for improvement and periodically measure progress identify and share good management practices, both internally and externally anticipate and target their desired results in tangible, measurable ways Whether you are a newcomer to the Excellence Model, or an experienced user (whose techniques of performance assessment maybe rigorous but have possibly evolved to become overly complex), this Management Guide provides you with practical techniques to undertake timely and effective assessments. It explains the history, basis and evolution of the EFQM Excellence Model, the nature of EFQM and its networks today, and, most importantly, provides step-by-step guidance, together with a series of analysis pro-formas, to enable readers to facilitate an assessment of an organization against each of the 32 elements ( criterion parts ) of the EFQM Excellence Model.
Implementing Iso Iec 20000 Certification The Roadmap
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Author : itSMF International
language : en
Publisher: Van Haren
Release Date : 2008-03-03
Implementing Iso Iec 20000 Certification The Roadmap written by itSMF International and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-03-03 with Architecture categories.
ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL®, many organizations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way? This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world. Part A of this title covers the step by step description of the ISO 20000 implementation process. Part B contains real case studies from organizations who have successfully achieved ISO/IEC accreditation. This Official itSMF guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project. A sister guide to the hugely successful Official itSMF Introduction to ISO/IEC 20000 book, readers will find that this book becomes a key asset in delivering a practical, down to earth implementation program. Foreword by John Stewart of OGC.
Service Agreements A Management Guide
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Author : itSMF International
language : en
Publisher: Van Haren
Release Date : 2006-09-09
Service Agreements A Management Guide written by itSMF International and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-09 with Architecture categories.
Note: This book is available in several languages: Chinese, English. This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.
Defining It Success Through The Service Catalog
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Author : Bill Fine
language : en
Publisher: Van Haren
Release Date : 2007-02-12
Defining It Success Through The Service Catalog written by Bill Fine and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-02-12 with Architecture categories.
The Service Catalog is a fundamental IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. In short, it represents the value IT provides to facilitate business operations. Written by industry experts and using real case studies, this valuable title takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization: Services are made standard and rational, leading to lower costs and increased service availability Standard service products enable forecasting of demand, leading to better volume discounts from vendors and improved inventory and capacity planning Controls over consumption of services are enhanced The fulfillment of IT services is improved with the catalog. Standardization of services leads to recurrent workflows, rather than relatively expensive one-off projects
Abc Of Ict
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Author : Jan Schilt
language : en
Publisher: Van Haren
Release Date : 2008-10-03
Abc Of Ict written by Jan Schilt and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-10-03 with Architecture categories.
ABC is like an iceberg, much of it hidden beneath the surface, yet capable of inflicting enormous damage to your organization, or more importantly, your business! With growing importance of IT to business operations we can no longer afford to have our ITSM improvement programs and initiatives fail because of Attitude, Behavior or culture issues. This book describes what ABC is, why it is important and gives practical cases and examples in dealing with ABC issues. The book contains more than 35 case examples from industry experts and practitioners on what they have done to solve specific ABC issues. The book can be used in combination with the ABC of ICT card set for creating awareness, assessing your own worst practices and taking your first practical steps in solving them. This book provides a valuable addition on top of ITIL publications on how to ensure ITSM improvement programs can and do deliver lasting value
Capacity Management A Practitioner Guide
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Author : Annelies van der Veen
language : en
Publisher: Van Haren
Release Date : 2020-06-11
Capacity Management A Practitioner Guide written by Annelies van der Veen and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-06-11 with Architecture categories.
Capacity Management is described in most key ITSM frameworks: ITIL, ISO 20000 Microsoft Operations Framework (MOF) and the Application Service Library (ASL) all note the importance of Capacity Management. This major title meets the need for an in-depth practical guide to this critical process. Written and reviewed by some of the world s most respected experts in this field it shows how Capacity Management best practice can support provision of a consistent, acceptable service level at a known and controlled cost. Practical advice covers the essential control of two balances: Supply versus demand and resources versus cost. In times of mean, frugal economic measures, it is essential to focus on those practices that are effective and yield practical results. In enlightened times of sustainability, it is also a requirement to find solutions that satisfy the criteria for 'greenness'. This excellent title shows how Capacity Management works not only within an IT environment but also why it is pivotal in meeting high profile business demands. Aligns with ISO/IEC 20000 and ITIL® ISO/IEC lists a set of required capacity management deliverables ITIL outlines what should be done in capacity management this book starts to describe how to do it Covers details of what capacity management is all about: what is capacity management why do it benefits and cost-benefit analysis how to do it data-flows and activities who does it roles and perspectives implementation, maintenance, improvement, tools Provides comprehensive templates and checklists: objectives, interfaces and data-flows, sub-practices and activities metrics, application sizing parameters, data for modelling deliverables, reports, CMMI levels, KPIs, risk matrix sample capacity plan