Ten Steps to ITSM Success

Synopsis

A wealth of material has been written to describe ITSM, but little practical advice is available on implementing an ITSM model in a real organization in order to achieve business objectives. This challenge is best understood by those with experience of transforming ineffective and expensive IT, yet most ITSM guides are authored from a purely academic standpoint. Ten Steps to ITSM Success guides the reader through an ITSM transformation journey based on the authors’ real-world experiences. Advice is delivered through a ten-step approach, with each step building upon the successes of its predecessors. Summary lists of key questions to ask and specific actions to take are included in each step, and a useful business case template is provided as an appendix. This book is aimed at ITSM practitioners and consultants, but will also be of interest to IT directors and C-suite executives looking to transform their IT into a value-creating business partner, to establish a service management culture, and to drive improvements within their organisation. Subjects covered include: Documenting objectives, identifying current and future demands, analysing service financials. High-level design, negotiating development priorities, creating an execution plan and roadmap, agreeing roles and responsibilities. Detailed design, building, testing, deploying. Monitoring and continual improvement. Each step includes summary lists of key questions to ask and specific actions to take, and a useful business case template is included as an appendix.