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Delivering ITSM for Business Maturity : A Practical Framework.

By: Material type: TextTextSeries: Emerald Points SeriesPublisher: Bingley : Emerald Publishing Limited, 2019Copyright date: ©2019Edition: 1st edDescription: 1 online resource (200 pages)Content type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781789732511
Subject(s): Genre/Form: Additional physical formats: Print version:: Delivering ITSM for Business MaturityDDC classification:
  • 658.4038
LOC classification:
  • HF5546-5548.6
Online resources:
Contents:
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.
Summary: 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.
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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.

Description based on publisher supplied metadata and other sources.

Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.

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