Download and read online Measuring ITSM in PDF and EPUB How do you measure and report your IT services and processes? Which metrics matter the most to senior executives? Finally, here is a book that shows you how! Not theory, but a practical guide that shows you the operational metrics to use and how these can be calculated into key performance indicators (KPIs) and critical success factors (CSFs) that resonate with senior management. In this book, you will learn about the following: • Defining and building a comprehensive metrics program • Metrics that are the most important and how to calculate them • How to measure your IT services • Tips and suggestions for what to do if inadequate tools and reporting exist • Suggested approach for how to build your metrics program step-by-step In addition, this book directs you to free sources for IT service management process and service metrics and reporting dashboards that you can use yourself. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! “A comprehensive guide for building any service management metrics program with all the information you need in one place!” “No theory here . . . this gives us real metrics we can easily go after.” “A fantastic addition to our IT service management solution set!”
Download and read online Implementing ITSM in PDF and EPUB The traditional IT operating model of delivering IT to the business in the form of bundled capabilities and assets is now wearing thin in an age of cloud computing, on-demand services, virtualization, mobile devices, outsourcing and rapidly changing business delivery strategies. The role of IT is rapidly changing from a primary focus on engineering to a primary focus on service integration. How might an IT organization effect this transformation? Finally, there is a book that shows you how! This is not a theoretical treatise but a practical guide that shows you the activities and steps to show results quickly. Learn how to define and build a comprehensive IT service management solution that incorporates process, technology, organization, and governance activities. Discover practical tips and step-by-step approaches for defining your IT Service Management Vision, building your processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements, and building your transformation program. Organizations that have already undertaken a transformation to IT service management are finding game-changing results positively received by both business executives and customers of their IT services. Using this book, start your transformation today!
Download and read online Servicing ITSM in PDF and EPUB What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. It’s all here—complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. “Many books talk about how to build a service catalog—this book is a service catalog!” “We really struggled to identify and pull our IT services together until we saw this material—it saved us months!” “With this material, we can finally tell the business what IT actually delivers to them!” “A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation!” “One can put together an entire IT service management operation just from the service descriptions in this book!”
Download and read online High Velocity ITSM in PDF and EPUB If you read through this book and still don’t believe there is a critical need for IT Service Management then good luck seeing if you can survive in IT for the next 5 years. Agile, DevOps, Lean IT, Virtualization, Application Lifecycle Management, Cloud Computing and many other technologies are rapidly pulling IT in many directions. These modern ways of operating IT to cope with a world of rapid change will not go away. Somehow they need to be pulled together to avoid the chaos. Service Management is the glue needed to hold these all together. There is no IT value for the business until the point a service is received. For this reason, this book is written for IT leaders, managers and practitioners from a Service Management perspective. Having the best development practices, be it Agile, DevOps or others means little if a service is not delivered to the business. When they need it. High Velocity ITSM is about transitioning the IT Organization from traditional waterfall slower service development and support to a service delivery organization operating at high velocity. This book provides practical guidance for: ? Transitioning IT towards high velocity ITSM ? Using Agile and DevOps for rapid service build ? Using Lean IT to operate at high velocity ? Streamlining your ITSM management processes ? Building a Lean IT CSI Program ? Learning and applying modern IT methods ...and much more!
Download and read online Architecting ITSM in PDF and EPUB Up until now, no one has attempted to lay out the entire blueprint for architecting a complete IT service management supporting infrastructure--until this book. What are the supporting toolsets and technologies that need to support an IT service management infrastructure? What databases need to be put into place? What are all the IT service management roles and responsibilities to effectively operate this infrastructure? What kinds of IT support services does almost any IT organization deliver? Get it all here. This book lists the CI types, toolset descriptions, detailed roles and activities, and much more. Get a firm handle on the data, functions, services, processes, organization, and technologies all needed to effectively build and operate a complete IT service management infrastructure. Explore approaches for reviewing and assessing your current toolsets, data, processes, and services. See where gaps might exist. Find areas that might be missing tools or have too many tools doing similar functions. Validate IT service management roles and activities. "One can put together an entire IT service management operation just from the descriptions in this book!" "If I had to build a large IT infrastructure or data center from scratch, this book becomes my most critical reference!"
Download and read online Organizing ITSM in PDF and EPUB Organizational change for IT people! The first book of its kind written specifically for IT service management practitioners and executives. Most IT organizational structures are falling out of date with the shifts created by the introduction of new technologies, expanding services, pace of business change, and the overall trend of lifting IT up and out of the traditional data center and into the cloud. This is about transitioning the IT organization from engineering silos providing capabilities to valued IT services that deliver business value. IT organizations embarking on IT service management must address both cultural and structural barriers in a way that involves the whole enterprise if they are going to be successful. Readers of this book will find practical guidance for transitioning to the people and culture side of IT service management. It identifies pros and cons of different IT organizational models, how to deal with resistance, building a communications plan step-by-step, training considerations, and much more.
Download and read online Architecture Patterns for IT Service Management Resource Planning and Governance in PDF and EPUB Machine generated contents note: Part I: The IT Value Chain 1. Introduction: Shoes for the Cobbler's Child 2. Understanding IT Value: it's all about the outcome 3. The IT capabilities Part II: Supporting the IT value chain 4.A supporting data architecture 5. A supporting systems architecture 6. Patterns for IT Enablement 7. Conclusion .
Download and read online Measuring Organizational Information Systems Success New Technologies and Practices in PDF and EPUB "This book explores new approaches which may better effectively identify, explain, and improve IS assessment in organizations"--Provided by publisher.
Download and read online Lean Six Sigma Secrets for the CIO in PDF and EPUB Going beyond the usual how-to guide, Lean Six Sigma Secrets for the CIO supplies proven tips and valuable case studies that illustrate how to combine Six Sigma’s rigorous quality principles with Lean methods for uncovering and eliminating waste in IT processes. Using these methods, the text explains how to take an approach that is all about improving IT performance, productivity, and security—as much as it is about cutting costs. Savvy IT veterans describe how to use Lean Six Sigma with IT governance frameworks such as COBIT and ITIL and warn why these frameworks should be considered starting points rather than destinations. This complete resource for CIOs and IT managers provides effective strategies to address the human element that is so fundamental to success and explains how to maximize the voice of your customers while keeping in touch with the needs of your staff. And perhaps most importantly—it provides the evidence needed to build your case to upper management. Supplying you with the tools to create methods that will bring out the best in your employees; Lean Six Sigma Secrets for the CIO provides the understanding required to manage your IT operations with unique effectiveness and efficiency in service of the bottom line.
Download and read online The New IT Leader in PDF and EPUB If you are a technology manager, congratulations, you’ve landed one of the most difficult and demanding jobs in modern history. The challenges in sustaining critical business infrastructure while helping business leaders realize their strategic visions are often difficult to overcome. Consider these examples of obstacles IT managers must contend with: • Consumerization of technology drives unrealistic expectations on the part of the customer that technology is easy • Security concerns and breaches requiring new layers of technology introduced into the architecture that then introduces new variables into the maintenance equation • Relatively uneducated managers put into roles around technology that then drive technical decisions (this happens more often than governments and corporations want to admit) And there are countless more examples. Yes, it’s a tough job, one of the toughest in the marketplace. But if it were easy, everyone would do it. You are in your position because you are expected to have the technical skills to navigate the complex landscape of technical interdependencies and the management skills to govern your team and the teams around your department. The strategic importance of Information Technology to businesses is driving CIOs to develop their managers to become the next generation of strategic thinkers. However, history has proven that many IT managers are simply ill-equipped to handle the demands of aligning their functions to the business. The middle IT manager is the linchpin that ties the strategic vision set by the “C-Level” and the delivery of those services. Hence, the dawn of The New IT Leader, focused on maximizing uptime while aligning to business strategy. The New IT Leader: • Creates closer ties with the business • Baselines and measures their performance • Generates value by way of improved project outcomes • Improves systems reliability • Doesn’t get caught up in the industry hype • Instills a culture of quality • Encourages employee ownership
Download and read online Advanced Computer and Communication Engineering Technology in PDF and EPUB This book covers diverse aspects of advanced computer and communication engineering, focusing specifically on industrial and manufacturing theory and applications of electronics, communications, computing and information technology. Experts in research, industry, and academia present the latest developments in technology, describe applications involving cutting-edge communication and computer systems, and explore likely future trends. In addition, a wealth of new algorithms that assist in solving computer and communication engineering problems are presented. The book is based on presentations given at ICOCOE 2015, the 2nd International Conference on Communication and Computer Engineering. It will appeal to a wide range of professionals in the field, including telecommunication engineers, computer engineers and scientists, researchers, academics and students.
Download and read online Metrics for Service Management in PDF and EPUB This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.
Download and read online Qualit t von Prozessmodellen in PDF and EPUB Für die prozessorientierte Sichtweise auf Unternehmen sind eine Vielzahl von Konzepten und Methoden vorgeschlagen worden. Den Ausgangspunkt für die Analyse unterschiedlicher Aspekte von betrieblichen Prozessen bildet meist eine Dokumentation in Form von semiformalen Prozessmodellen. Damit diese Modelle für die Analyse, Dokumentation, Gestaltung und Verbesserung von Prozessen nützlich sein können, müssen sie über entsprechende Eigenschaften verfügen. Die zentrale Fragestellung lautet, welche quantifizierbaren charakteristischen Eigenschaften sich für bzw. auf Basis von semiformalen Prozessmodellen bestimmen lassen. Der Umgang mit Prozessmodellen leidet bislang unter dem Fehlen eines standardisierten und operationalisierbaren Qualitätsmodells. Diese Arbeit vertieft die Diskussion über Qualitätsmodelle und Kennzahlen zur Operationalisierung für das Qualitätsmanagement bei der Prozessmodellierung. Als Ergebnis liegt ein Qualitätsmodell zur Beurteilung von Prozessmodellen vor.Maximilian Kobler studierte Wirtschaftsinformatik an der Universität Regensburg. Nach seinem Studium wechselte er als Wissenschaftlicher Mitarbeiter an die Johannes Kepler Universität Linz, wo er in mehreren angewandten Forschungs- und Praxisprojekten in den Bereichen Geschäftsprozessmanagement und Strategische IT-Planung tätig war. Im Juni 2010 erfolgte die Promotion zum Doktorat der Sozial- und Wirtschaftswissenschaften.
Download and read online The ITSM Process Design Guide in PDF and EPUB The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
Download and read online CERT Resilience Management Model CERT RMM in PDF and EPUB CERT® Resilience Management Model (CERT-RMM) is an innovative and transformative way to manage operational resilience in complex, risk-evolving environments. CERT-RMM distills years of research into best practices for managing the security and survivability of people, information, technology, and facilities. It integrates these best practices into a unified, capability-focused maturity model that encompasses security, business continuity, and IT operations. By using CERT-RMM, organizations can escape silo-driven approaches to managing operational risk and align to achieve strategic resilience management goals. This book both introduces CERT-RMM and presents the model in its entirety. It begins with essential background for all professionals, whether they have previously used process improvement models or not. Next, it explains CERT-RMM’s Generic Goals and Practices and discusses various approaches for using the model. Short essays by a number of contributors illustrate how CERT-RMM can be applied for different purposes or can be used to improve an existing program. Finally, the book provides a complete baseline understanding of all 26 process areas included in CERT-RMM. Part One summarizes the value of a process improvement approach to managing resilience, explains CERT-RMM’s conventions and core principles, describes the model architecturally, and shows how itsupports relationships tightly linked to your objectives. Part Two focuses on using CERT-RMM to establish a foundation for sustaining operational resilience management processes in complex environments where risks rapidly emerge and change. Part Three details all 26 CERT-RMM process areas, from asset definition through vulnerability resolution. For each, complete descriptions of goals and practices are presented, with realistic examples. Part Four contains appendices, including Targeted Improvement Roadmaps, a glossary, and other reference materials. This book will be valuable to anyone seeking to improve the mission assurance of high-value services, including leaders of large enterprise or organizational units, security or business continuity specialists, managers of large IT operations, and those using methodologies such as ISO 27000, COBIT, ITIL, or CMMI.