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Delivering ITSM for Business Maturity : A Practical Framework.

Weed-Schertzer, Beverly.

Delivering ITSM for Business Maturity : A Practical Framework. - 1st ed. - 1 online resource (200 pages) - Emerald Points Series . - Emerald Points Series .

Intro -- Contents -- List of Figures and Tables -- About the Author -- Preface -- Acknowledgments -- Introduction -- 1: The Authentic Service Progression (TASP) -- Value Visibility -- Value Flow Process -- The Improvement Movement -- Key Steps Improvement Movement Process -- The Improvement Movement Plan -- The Personalities of Improvement Movement -- Organize Vital Processes -- Vital ITSM Processes -- Vital Business Processes -- Prepare Process Model -- Process Design Tips -- Process Design Cautions -- 2: ITSM Fundamentals -- ITSM - Turning Theory into Reality -- Transforming it to a Sales Organization -- Is The Organization Ready for ITSM? -- Choosing an ITSM Framework -- Visualize the Future -- ITSM Intention Outline -- ITSM Intention Outline -- A Business Case -- IT and Finance -- What's Next? -- 3: ITSM Culture -- Know Your Ecosystem -- The Ecosystem Footprint -- Roles in the Business Ecosystem -- Users -- Business Culture -- Business Etiquette -- Stakeholders -- Suppliers -- Technical Staff -- ITSM is a Culture in Itself -- 4: ITSM Connected -- Communication Channels -- ITSM Business Model -- ITSM Kick Off -- Why ITSM Fails -- Steering in the Same Direction and Managing Different Priorities -- ITSM Wellness Assessment -- ITSM Wellness Assessment Questions -- ITSM Business Maturity Metrics (I-BMM) -- In Summary -- Appendix 1: Metrics for Vital ITSM Processes -- Appendix 2: Example Job Mapping to ITSM Roles -- Appendix 3: Acronyms -- Appendix 4: ITSM Business Maturity Metrics (I-BMM) -- Index.

IT Service Management (ITSM) is an imperative part of achieving business maturity, but has long been thought of only in technical terms, and not as part of a larger whole. In this exciting new take on ITSM, leading expert Beverly Weed-Schertzer positions ITSM at the heart of company strategy to build a layered operating model.

9781789732511


Information technology-Management.


Electronic books.

HF5546-5548.6

658.4038

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