The Practical Guide To World Class It Service Management

Author: Kevin J. Smith
Publisher: Outskirts Press
ISBN: 057818897X
Size: 28.86 MB
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This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.

The Practical Guide To World Class It Service Management

Author: Kevin J Smith
Publisher: Anima Group
ISBN: 9780578188980
Size: 62.81 MB
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Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM! This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice-plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: -A Brief History of IT Service Management -Understanding ITIL, COBIT, and ISO -The Consumerization of IT -Making Sense of Cloud and On-Premise -Enterprise Service Management -A Culture of Excellence -An Approach to Leverage Technology -The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.

Implementing Effective It Governance And It Management

Author: Gad J. Selig
Publisher: Van Haren
ISBN: 9401805288
Size: 16.18 MB
Format: PDF, ePub
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This book is a revised edition of the best selling title Implementing IT Governance (ISBN 978 90 8753 119 5).For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material.In all enterprises around the world, the issues, opportunities and challenges of aligning IT more closely with the organization and effectively governing an organization s IT investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organizations.Much has been written and documented about the individual components of IT Governance such as strategic planning, demand management, program and project management, IT service management, strategic sourcing and outsourcing, performance management, metrics, compliance and others. Much less has been written about a comprehensive and integrated approach for IT/Business Alignment, Planning, Execution and Governance. This title fills that need in the marketplace and offers readers structured and practical solutions using the best of the best practices available today. The book is divided into two parts, which cover the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment:- Leadership, people, organization and strategy,- IT governance, its major component processes and enabling technologies.Each of the chapters also covers one or more of the following action oriented topics: - the why and what of IT: strategic planning, portfolio investment management, decision authority, etc.; - the how of IT: Program/Project Management, IT Service Management (including ITIL); Strategic Sourcing and outsourcing; performance, risk and contingency management (including COBIT, the Balanced Scorecard etc.) and leadership, team management and professional competences.

From Business Strategy To Information Technology Roadmap

Author: Tiffany Pham
Publisher: CRC Press
ISBN: 146658503X
Size: 24.14 MB
Format: PDF, Docs
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Whether you are a CEO, CFO, board member, or an IT executive, From Business Strategy to Information Technology Roadmap: A Practical Guide for Executives and Board Members lays out a practical, how-to approach to identifying business strategies and creating value-driven technology roadmaps in your organization. Unlike many other books on the subject, you will not find theories or grandiose ideas here. This book uses numerous examples, illustrations, and case studies to show you how to solve the real-world problems that business executives and technology leaders face on a day-to-day basis. Filled with actionable advice you can use immediately, the authors introduce Agile and the Lean mindset in a manner that the people in your business and technology departments can easily understand. Ideal for executives in both the commercial and nonprofit sectors, it includes two case studies: one about a commercial family business that thrived to become a multi-million-dollar company and the other about a nonprofit association based in New York City that fights against child illiteracy.

Truth From The Trenches

Author: Mark Settle
Publisher: Routledge
ISBN: 1351779559
Size: 70.26 MB
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The IT management profession is not for the faint of heart. Anyone who has worked in this sector is familiar with the unique (and borderline impossible) challenge of trying to keep up with technology innovation while operating on a too-small budget and facing constant criticism for problems outside of their control. "Truth From the Trenches" passes on the hard-won leadership lessons that seven-time CIO Mark Settle gained over years of working in IT management. Settle describes the key constituencies that an IT leader needs to influence, seduce, leverage, and manage to be successful. His practical recommendations will allow readers to improve their organizational impact and accelerate their career advancement. In a sector where competency stems not from formal certification but on-the-job learning, "Truth from the Trenches" is valuable and unique resource based on Settle’s deep experience working in a variety of industries. By applying Settle’s strategies, IT workers will be able to avoid common pitfalls, save themselves from wasting time and effort on hopeless initiatives, and navigate everyday IT challenges.

World Class Diversity Management

Author: R. Roosevelt Thomas, Jr.
Publisher: ReadHowYouWant.com
ISBN: 145873188X
Size: 41.49 MB
Format: PDF, Kindle
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Copublished with the American Society of Association Executives (ASAE)Advances the field by providing a unified framework and terminology and spelling out exactly what needs to be done to build world-class diversity management capabilityIdentifies optimal implementation approaches that can be used anywhere, anytime With demographic shifts and globalization transforming the nature of relationships, interactions, and decision making, excellence in diversity management is more important than ever. However, the field of diversity has no established standard for evaluating what constitutes best practices, nor has there been any agreement on what the most fundamental philosophies, principles, and concepts are - until now. In this pioneering book R. Roosevelt Thomas, one of our most distinguished diversity theorists and practitioners, proposes a framework that will enable the development of a truly world-class diversity management capability. It was the development of such standards in manufacturing that enabled companies to strategically pursue excellence in this area.A world-class approach to diversity management must be applicable anywhere in the world, be able to address any possible issue, facilitate comparison of different concepts and practices, and focus on the entire field of diversity rather than specific dimensions such as race or gender. These requirements are amply met by Thomas's Four Quadrant model and his Strategic Diversity Management Process.Thomas first analyzes each of four quadrants - managing workforce demographic representation, managing demographic relationships, managing diverse talent, and managing strategic mixtures - exploring the goals, motives, approaches, accomplishments, and challenges associated with each. And he reveals the unrecognized paradigm or mind-set that lies behind each quadrant's express purpose

Library Management 101

Author: Diane L. Velasquez
Publisher: American Library Association
ISBN: 083891148X
Size: 27.52 MB
Format: PDF, ePub
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Knowing the principles of general management is both useful and necessary for LIS students, but learning management techniques specific to the world of libraries is no less important. Created to fill a surprising educational void, this edited volume focuses on best practices from library management experts teaching in LIS programs across the country. Among the many topics discussed are Classic and contemporary theories of management, and how they apply to the library Human resource planning Marketing and public relations Negotiations, mediation, and financial management of the library Facilities management Information technology management and future trends Change management and organizational culture Ethics and confidentiality In addition to providing students with a solid foundation in library management, experienced managers will also benefit from the structured, practical knowledge included in this impressive volume.

Achieving The Competitive Edge

Author: Harry K. Jackson
Publisher: John Wiley & Sons
ISBN: 9780471153528
Size: 34.85 MB
Format: PDF, Docs
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The old business process paradigms wrought by the Industrial Revolution are no longer tenable. TQM, continuous improvement, and other "revolutionary" new models that have arisen to take their place over the past several decades have proven to be stopgap measures at best. Yet, one undeniable truth has emerged from all these noble experiments: to survive in today′s global marketplace, a company must perform like a world class competitor. Survival in the new world business order requires a clear understanding of changing customer needs coupled with the ability to translate those needs quickly and efficiently into products or services. Achieving the Competitive Edge––a comprehensive guide for businesses large and small––offers a coherent, well–structured approach to becoming a world class competitor. Developed by the authors during their many years as consultants to industry and government, the approach draws upon the best ideas and methodologies from a variety of business process/management models and fuses them into a set of easy–to–implement practical procedures. Short on theory and long on hands–on guidance, Achieving the Competitive Edge introduces managers and engineers to the best management tools currently used in industry. The authors carefully analyze each tool in light of today′s volatile global business environment and show you how to apply it successfully to solve day–to–day problems. Since the emphasis throughout the book is on strengthening the company from the inside, Harry K. Jackson, Jr., and Normand L. Frigon devote considerable attention to a wide range of tools for analyzing and improving quality and competitiveness. The authors impart a working understanding of tools and concepts through the device of an extended real–world example. Drawn from the authors′ own files, this case study provides a unique opportunity to see concepts, techniques, and tools in action, and to assess the advantages and disadvantages of each. More than 90 easy–to–read charts and tables help you absorb the theory and develop a feel for the techniques. In today′s global marketplace, every company must think and perform like a world class competitor. Achieving the Competitive Edge helps you make world class performance a reality in your organization. Advance Praise for Achieving the Competitive Edge. "Achieving the Competitive Edge is an outstanding reference source for ensuring continuous measurable improvement and the ability to compete in today′s business environment."–– William O. Grimes, Senior Member, Technical Staff, Texas Instruments, Inc. "As someone with the responsibility to operate a business on a daily basis, I appreciate the direct, commonsense approach and business language of this book. One of the distinct strengths is that I can actually use it directly in the operation of my business. The authors understand my management and quality needs and provide a guide on how to do it.The first book of its type that recommends a specific approach to planning, then guides me through the implementation of the planning process business." ––Thomas G. Dacus, Vice President, Scitronix. "Achieving the Competitive Edge: A Practical Guide to World Class Competition is easy to understand and free of jargon. It provides a much needed, step–by–step guide to essential elements required in any business strategy for the ′90s and beyond. If your business competes in the world marketplace, Jackson and Frigon′s book is required reading."–– Paul A. Baltes, Director, Engineering Professional Development, University of Arizona. "In Achieving the Competitive Edge the authors have compiled a valuable source of work of the tools managers and workers must be able to employ to make their companies competitive in the new global economy. It presents a good, clear explanation of how quality process and management tools are used."–– Philip L. McIndoo, Senior Vice President, The Mitre Corporation.

Process Excellence For It Operations

Author: Pratfull Verma
Publisher: Process Excellence for It Operations
ISBN: 9780615877525
Size: 16.78 MB
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As the title suggests, the book is providing a practical guidance on managing the processes for IT Services. There are lot of guidance available on technology management in IT industry but this book is focusing on technology independent service management. The book will be addressed to all IT people from a process practitioner perspective, however, the fundamentals are presented in simplistic terms, and therefore it should be useful to all IT people. It will describe the process engineering concept and how it can be applied to IT Service Management. This is not about the industry standard framework such as ITIL and COBIT but about the common processes that are generally used in real life operations. I will be using analogies and illustrations from non IT world also to make the things simple. This book does not focus on any technology.

It Service Management For Newbies

Author: William Edwards
Publisher: White Dove Books
ISBN: 1370477198
Size: 66.36 MB
Format: PDF, ePub, Docs
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Quality Introduction to IT Service Management based on ITIL® If your goal is to learn about IT Service Management and how to apply it within the workplace or simply to pass your ITIL® Foundation exam, this guide is for you. IT Service Management for Newbies offers the easy-to-understand, yet comprehensive introduction to ITIL best practice guidance you need in order to succeed. Here’s What You’ll Discover Inside • A Quality Overview of the IT Service Management Discipline • Includes Complete Descriptions of All 26 ITIL Processes • Full Service Lifecycle Description • Many Helpful Illustrations and Tips • How to Implement IT Service Management • Excellent Exam Prep for the ITIL Foundation Exam This book provides a comprehensive introduction to the subject without dumbing-down or missing out any important information. Includes complete and easy-to-understand breakdown of the IT Service Management discipline and the ITIL framework, that cuts through all the management-speak and covers the full service lifecycle and all 26 ITIL processes. Written for anyone who wants to learn about IT Service Management and ITIL for whatever reason, including IT professionals and those who interact with them in the business, anyone studying for the ITIL Foundation Examination and senior executives who need an overview of this best practice. ITIL® is a Registered Trademark of AXELOS Ltd