Download or read book Pragmatic Application of Service Management written by S. D. Van Hove and published by . This book was released on 2014 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents enhanced IT service management though integrated management frameworks. With the increasing popularity of ITIL as a framework for IT service management (ITSM), a number of organizations have realized that this approach is sometimes not enough on its own. As a result, service managers are looking for ways to enhance their ITIL-based ITSM without having to throw it away and start again. Many are already working towards compliance with ISO/IEC 20000, the international standard for IT service management. With the recent release of COBIT 5, service management practitioners have even more options. However, until now, there has been little guidance on how to merge these frameworks, standards and methodologies to develop best practice across the ITSM function and produce a robust enterprise philosophy for service delivery. This book provides guidance on creating an integrated system based on the three leading service management approaches: COBIT 5, ISO/IEC 20000, and ITIL, and provides a unique mapping to assist service management practitioners in their information gathering. It presents a holistic view of the three and enables service managers to immediately adapt and deploy the guidance, quickly improving their ITSM function and create a stronger, more robust service management system. With instructive illustrations, helpful tables, and mini case studies, the authors apply their unique Five Anchor Approach to demonstrate how the improvement aspects of COBIT 5, ISO/IEC 20000 and ITIL can help identify and deal with common problems faced by today's organizations.

Download or read book Pragmatic Application of Service Management written by Suzanne Van Hove and published by IT Governance Ltd. This book was released on 2016-12-15 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Create a more robust service management system using the best of ITIL®, ISO 20000-1, COBIT® and CMMI®-SVC. Although ITIL’s popularity as a framework for IT service management (ITSM) continues to increase, a number of organisations have realised that its approach is sometimes not quite enough on its own. Many are already working towards compliance with ISO 20000-1 — the international standard for ITSM — but, with the likes of COBIT 5 and CMMI-SVC to consider as well, it can be difficult to determine the best route to take. Until now, there has been little guidance on how to merge these frameworks in order to produce a robust enterprise philosophy for service delivery. Pragmatic Application of Service Management – The Five Anchor Approach provides that guidance. Product overview Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management – The Five Anchor Approach provides comprehensive guidance on creating an integrated system based on COBIT 5, ISO 20000, ITIL and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function. It now features a short chapter on applying the ‘five anchors’ approach to integrating service management frameworks in very small enterprises (VSEs), and contains four new ‘caselets’ (short case studies). Packed with instructive illustrations, helpful tables and the authors’ very own five anchor approach, this book is ideal for anyone considering adopting, adapting or merging COBIT5, ISO/IEC 20000, ITIL and CMMI-SVC. Better ITSM through integrated best practice Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management – The Five Anchors Approach presents a holistic view of service management, and provides a unique mapping to assist service management practitioners in their information gathering. Contents 1. Why This Book 2. COBIT, ISO/IEC 20000, ITIL and CMMI-SVC 3. Addressing VSEs 4. The Five Anchors 5. Caselet #1 – Governance 6. Caselet #2 – Resource Optimization 7. Caselet #3 – Risk Management 8. Caselet #4 – Achieve Business Outcomes 9. Caselet #5 – Compliance & Improvement 10. Caselet #6 - Strategic Alignment 11. Caselet #7 – Security, Compliance & Risk 12. Caselet #8 - Value-based Portfolio 13. Caselet #9 – Strategy Choice & Market Conditions 14. Caselet #10 – Plan & Use Resources Appendix A– The Map About the authors Dr Suzanne D. Van Hove owns and manages SED-IT, a small service management consulting and training company. She has worked in multiple professional verticals leading or coaching service management initiatives. She has also written and delivered accredited courseware for ITIL® and ISO/IEC 20000, as well as multiple workshops and seminars, both nationally and internationally. She is the current chair for INCITS GIT1 – the US national mirror of JTC1/SC40, the Special Committee for Service Management. She also leads the US mirror for JTC1/SC7/WG24. Dr Van Hove is an adjunct professor at Indiana University, Kelley School of Business and has served on the board of directors of itSMF USA as the knowledge management director. In recognition of her contributions to the service management community, Dr Van Hove was the 2013 recipient of the itSMF USA Lifetime Achievement Award. An opera aficionado and avid rosebush gardener, Dr Van Hove resides in Louisville, KY, USA. Mark Thomas is the founder and president of Escoute Consulting, an IT governance consultancy focusing on helping enterprises realise benefits through risk and resource optimisation. As a nationally known ITIL and COBIT expert with more than 20 years of professional experience, Mark’s background spans leadership roles from data centre chief information officer (CIO) to management and IT consulting. Mark has led large teams in outsourced IT arrangements, conducted project management office (PMO), service management and governance activities for major project teams, and managed enterprise applications implementations across multiple industries. Mark has an array of industry experience in the healthcare, finance, manufacturing, services, high technology and government verticals. When he’s not travelling, Mark lives with his family in the Kansas City, MO, area and claims to be a ‘certified’ barbeque judge in his spare time.

Download or read book Pragmatic Application of Service Management The Five Anchor Approach Second Edition written by and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book A Practical Guide to Service Management written by Keith D. Sutherland and published by Packt Publishing Ltd. This book was released on 2023-10-13 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.

Download or read book Effective IT Service Management written by Rob Addy and published by Springer. This book was released on 2010-11-19 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products.

Download or read book Service Management For Dummies written by Judith S. Hurwitz and published by John Wiley & Sons. This book was released on 2009-05-11 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

Download or read book Pragmatic Project Management written by David Pratt and published by Berrett-Koehler Publishers. This book was released on 2010-02 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt: Scale Your Project Management Efforts to Maximize Success! One size does not fit all in project management. Selecting an approach that is appropriate for the size and complexity of a project is essential to achieving success. Over-managing a small project can bog it down in bureaucracy, while a laid-back approach can lead to disaster on a complex project. Pragmatic Project Management: Five Scalable Steps to Success will help you select the methodologies and tools that will enable you to expend minimum effort to achieve maximum gain on your project. This clearly written guide lays the groundwork with a chapter on project sizing and management scaling and follows with chapters on each of the five essential elements of pragmatic project management: • The project charter • The project team • The project plan • Project issue management • Project status tracking and reporting Practical tips and a checklist are included at the end of each chapter. Use the checklists as you plan and execute your project to keep it on track and to scale.

Download or read book Foundations of Service Science written by Jr. Harry Katzan and published by iUniverse. This book was released on 2008 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most of us are users and providers of services. In spit of the predominance of services in modern society, we actually know very little about them -- no best practices, no principles, no theories. This book provides information on services for people in business, governement, and education. If you want to have the competitive edge in your personal and professional life, then it's imperative to understand service science. Service in itself can be described as a client/provider interaction that creates and captures value, while a service system is defi ned as a structure of people and technology that adapts to the changing value of knowledge in the system. Combined, these two concepts form service science. Harry Katzan, managing editor of the prestigious Journal of Service Science and professor at a local university, takes a closer look at this newly emerging scientifi c fi eld for academics and practitioners alike in Service Science. With an easy-to-understand format, Katzan, offers a comprehensive introduction to service science for people in business, education, and government. Useful as a textbook and a professional guide, this innovative study contains eight chapters that each end with a comprehensive summary, a list of key words, questions, and additional selected readings. In addition, Harry Katzan, Jr. provides concrete examples and in-depth discussion on such timely topics as: Service concepts Service systems Information services Service management Service business Service technology Service science has been touted as the up-and-coming discipline for the twenty-fi rst century. Learn more about this exciting fi eld and change how you think and perceive your world with Service Science

Download or read book Effective IT Service Management written by Rob Addy and published by Springer. This book was released on 2007-10-12 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products.

Download or read book Servicing Itsm written by Randy A. Steinberg and published by Trafford Publishing. This book was released on 2013-12-27 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. Its all herecomplete 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 catalogthis book is a service catalog! We really struggled to identify and pull our IT services together until we saw this materialit 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 or read book The Pragmatic Programmer written by Andrew Hunt and published by Addison-Wesley Professional. This book was released on 1999-10-20 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: What others in the trenches say about The Pragmatic Programmer... “The cool thing about this book is that it’s great for keeping the programming process fresh. The book helps you to continue to grow and clearly comes from people who have been there.” — Kent Beck, author of Extreme Programming Explained: Embrace Change “I found this book to be a great mix of solid advice and wonderful analogies!” — Martin Fowler, author of Refactoring and UML Distilled “I would buy a copy, read it twice, then tell all my colleagues to run out and grab a copy. This is a book I would never loan because I would worry about it being lost.” — Kevin Ruland, Management Science, MSG-Logistics “The wisdom and practical experience of the authors is obvious. The topics presented are relevant and useful.... By far its greatest strength for me has been the outstanding analogies—tracer bullets, broken windows, and the fabulous helicopter-based explanation of the need for orthogonality, especially in a crisis situation. I have little doubt that this book will eventually become an excellent source of useful information for journeymen programmers and expert mentors alike.” — John Lakos, author of Large-Scale C++ Software Design “This is the sort of book I will buy a dozen copies of when it comes out so I can give it to my clients.” — Eric Vought, Software Engineer “Most modern books on software development fail to cover the basics of what makes a great software developer, instead spending their time on syntax or technology where in reality the greatest leverage possible for any software team is in having talented developers who really know their craft well. An excellent book.” — Pete McBreen, Independent Consultant “Since reading this book, I have implemented many of the practical suggestions and tips it contains. Across the board, they have saved my company time and money while helping me get my job done quicker! This should be a desktop reference for everyone who works with code for a living.” — Jared Richardson, Senior Software Developer, iRenaissance, Inc. “I would like to see this issued to every new employee at my company....” — Chris Cleeland, Senior Software Engineer, Object Computing, Inc. “If I’m putting together a project, it’s the authors of this book that I want. . . . And failing that I’d settle for people who’ve read their book.” — Ward Cunningham Straight from the programming trenches, The Pragmatic Programmer cuts through the increasing specialization and technicalities of modern software development to examine the core process--taking a requirement and producing working, maintainable code that delights its users. It covers topics ranging from personal responsibility and career development to architectural techniques for keeping your code flexible and easy to adapt and reuse. Read this book, and you'll learn how to Fight software rot; Avoid the trap of duplicating knowledge; Write flexible, dynamic, and adaptable code; Avoid programming by coincidence; Bullet-proof your code with contracts, assertions, and exceptions; Capture real requirements; Test ruthlessly and effectively; Delight your users; Build teams of pragmatic programmers; and Make your developments more precise with automation. Written as a series of self-contained sections and filled with entertaining anecdotes, thoughtful examples, and interesting analogies, The Pragmatic Programmer illustrates the best practices and major pitfalls of many different aspects of software development. Whether you're a new coder, an experienced programmer, or a manager responsible for software projects, use these lessons daily, and you'll quickly see improvements in personal productivity, accuracy, and job satisfaction. You'll learn skills and develop habits and attitudes that form the foundation for long-term success in your career. You'll become a Pragmatic Programmer.

Download or read book A Philosophy of Management Accounting written by Hanne Nørreklit and published by Taylor & Francis. This book was released on 2017-03-27 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book introduces pragmatic constructivism as a paradigm for understanding actors’ construction of functioning practice and for developing methods and concepts for managing and observing that practice. The book explores, understands and theorises organisational practices as constructed through the activities of all organisational actors. Actors always act under presumptions of a specific actor-world-relation which they continuously construct, adjust and reconstruct in light of new experiences, contexts and communication. The outcome of the actor-world-relation is a reality construction. The reality construction may function successfully or it may be hampered by fictitious and illusionary elements, due to missing or faulty actor-world relations. The thesis is that four dimensions of reality – facts, possibilities, values and communication – must be integrated in the actor-world-relation if the construct is to form a successful basis for effective, functioning actions. Drawing on pragmatic constructivism, the book provides concepts and ideas for studies regarding actors and their use of management accounting models in their construction of organized reality. It concentrates on researching and conceptualizing what creates functioning reality construction. It develops concept and methods for understanding, analysing and managing the actors’ reality constructions. It is intended for people who do research on or work actively with developing management accounting.

Download or read book Service Management written by John R. Bryson and published by Springer Nature. This book was released on 2020-11-26 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.

Download or read book Service Management written by Bart van Looy and published by Financial Times/Prentice Hall. This book was released on 2013 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management C.

Download or read book Getting It Done Right written by Vincent D. Pettinelli and published by . This book was released on 2018-11 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Getting It Done Right, unlike general management books, focuses on the unique issues faced by human service managers. Vincent Pettinelli encourages these professionals to realize their commitment to the highest quality services fully by dedicating themselves to mastering essential management skills.The book is an invaluable guide for any human service manager-or any employee considering a move into leadership. Human services is an environment with diverse constraints and frequently conflicting demands. In addition, leaders are called on to solve problems not commonly found in other fields.Getting IT Done Right addresses key issues in human service management: ?The role of a manager in human services today?How to create a successful team?How to handle the complexities of government bureaucracies, unions and trade associations?The financial challenges of balancing client need with available resources?Why it is critical to understand the organization's numbers and financial system?The politics of publicly funded systems?Challenges with finances in human services accountability and the importance of knowing how charity and tax dollars are being spent?How to handle a crisis?The importance of measuring positive changes for clients?How human service leaders need to manage their time?The power in creating and coordinating support systems?How to motivate employees to do their best by creating a positive culture?What to consider when deciding whether or not to move into management?And so much more..., including the most important piece of advice Pettinelli would give a new human services manager.

Download or read book A Practical Guide to Service Management written by KEITH D.. SHEETS SUTHERLAND (LAWRENCE J 'BUTCH') and published by . This book was released on 2023-10-13 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The chapters will guide you through key information about various methods, best practices, frameworks that form the foundation for a service management capability, along with common processes and key elements of a service management practice.

Download or read book Release and Deployment An ITSM narrative written by Daniel McLean and published by IT Governance Ltd. This book was released on 2015-12-17 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: Deploying releases into production is fraught with difficulty With so many interested constituencies, processes can go wrong in more ways than they can go right. The problems start when requirements are gathered and, if unmanaged, can flow unchecked through the entire process, potentially delivering something that’s bound to fail while, paradoxically, exactly meeting the specification. In Release and Deployment: An ITSM Narrative Account, we follow the story of the release & deployment process in fictional form. Product overview Chris has got a new job as a release manager – but he's struggling. Parachuted into a large company to fix its release & deployment process after the catastrophic failure of its new app, Asgard, he finds himself battling an array of insular department heads who are all determined that whatever has gone wrong must be another team’s fault. They all want the finger of blame pointed elsewhere, and Chris seems to be the perfect target – so they shout down his questions and suggestions as insubordination. How can he pacify his new colleagues, avoid getting fired and get the job done? Lessons from real projects in a narrative format This latest ITSM narrative from Daniel Mclean explains the common pitfalls of release & deployment in fictional form, with each chapter describing a difficult meeting with a different department head and featuring a set of pointers that our hero would have found beneficial. Based on the real-life experience of the author and other ITSM practitioners, Release and Deployment: An ITSM Narrative Account exposes the potential pitfalls and explores how to handle the issues that come with such projects, all in the face of shifting organisational structures and changing management objectives. About the author Daniel McLean is an ITSM consultant with over 20 years' experience in IT. He has spent the last ten years designing, implementing and operating processes supporting ITSM. He was also a peer reviewer during development of the OGC ITIL v3 Service Strategy Best Practice. Daniel McLean’s other ITSM narrative accounts are also available from IT Governance.