The Practical Guide To World-Class IT Service Management


Author: Kevin J. Smith
Publisher: Outskirts Press
ISBN: 057818897X
Category: Business & Economics
Page: 459
View: 5412

Continue Reading →

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
Category:
Page: N.A
View: 448

Continue Reading →

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.

The IT Imperative


Author: Kevin J. Smith
Publisher: The Anima Group
ISBN: 0578201976
Category: Business & Economics
Page: 589
View: 1145

Continue Reading →

The IT Imperative takes a look at the rebirth of IT, recognizing that much of what we know today, in fact virtually all of what we take as a given today about IT will change over the next ten years. This remarkable transformation of IT is already under way and sweeping us forward, driven by the powerful forces of a new Customer focus, a reshaped IT Culture, an increased Business awareness, a drive to Innovation, a relentless pursuit of Speed, the Unification of all things IT, the creation of new Cross Functional teams and much more. The book presents 17 elements that will shape this transformation of IT and is presented in short story form to help the reader quickly understand the key points of each element and to make the book easier to read and easier to reference. Ultimately people are the key to this exciting future and this theme is reinforced throughout the book—the remarkable power of humanity and technology together in a new and dynamic partnership that is grounded by a genuine passion for the customer.

From Business Strategy to Information Technology Roadmap

A Practical Guide for Executives and Board Members
Author: Tiffany Pham,David K. Pham,Andrew Pham
Publisher: CRC Press
ISBN: 146658503X
Category: Business & Economics
Page: 298
View: 5576

Continue Reading →

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

A Practical Guide to the Art of It Management
Author: Mark Settle
Publisher: Bibliomotion
ISBN: 9781629561936
Category: Business & Economics
Page: 224
View: 5329

Continue Reading →

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 technological innovations while operating on a too-small budget and facing constant criticism for problems outside of your control. "Truth From the Trenches" passes on the hard-won leadership lessons that six-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 that is based on Settle s deep experience working in IT 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 survive the trenches of everyday IT challenges. "

Implementing IT Governance - A Practical Guide to Global Best Practices in IT Management


Author: Gad J. Selig
Publisher: Van Haren
ISBN: 9087531192
Category: Education
Page: 328
View: 4703

Continue Reading →

The issues, opportunities and challenges of aligning information technology more closely with an organization and effectively governing an organization’s Information Technology (IT) investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management in enterprises on a global basis. 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 (portfolio investment) management, program and project management, IT service management and delivery, strategic sourcing and outsourcing, performance management and metrics, like the balanced scorecard, compliance and others. Much less has been written about a comprehensive and integrated IT/Business Alignment, Planning, Execution and Governance approach. This new title fills that need in the marketplace and gives readers a structured and practical solutions using the best of the best principles available today. The book is divided into nine chapters, which cover the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment - leadership and proactive people and change agents, flexible and scalable processes and enabling technology. Each of the chapters also covers one or more of the following action oriented topics: demand management and alignment (the why and what of IT – strategic planning, portfolio investment management, decision authority, etc.); execution management (includes the how - Program/Project Management, IT Service Management with IT Infrastructure Library (ITIL) and Strategic Sourcing and outsourcing); performance, risk and contingency management (e.g. includes COBIT, the balanced scorecard and other metrics and controls); and leadership, teams and people skills.

Library Management 101

A Practical Guide
Author: Diane L. Velasquez
Publisher: American Library Association
ISBN: 083891148X
Category: Language Arts & Disciplines
Page: 384
View: 7001

Continue Reading →

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.

Process Excellence for It Operations

A Practical Guide for It Service Process Management
Author: Pratfull Verma,Kalyan Kumar B
Publisher: Process Excellence for It Operations
ISBN: 9780615877525
Category: Information resources management
Page: 334
View: 7649

Continue Reading →

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.

Principles of Database Management

The Practical Guide to Storing, Managing and Analyzing Big and Small Data
Author: Wilfried Lemahieu,Seppe vanden Broucke,Bart Baesens
Publisher: Cambridge University Press
ISBN: 1107186129
Category: Computers
Page: 903
View: 467

Continue Reading →

Introductory, theory-practice balanced text teaching the fundamentals of databases to advanced undergraduates or graduate students in information systems or computer science.

The Practical Guide to Project Management Documentation


Author: John Rakos,Karen Dhanraj,Scott Kennedy,Laverne Fleck,Steve Jackson,James Harris
Publisher: John Wiley & Sons
ISBN: 1119120241
Category: Technology & Engineering
Page: 336
View: 3811

Continue Reading →

Project Management The one-stop resource for project management documentation and templates for all projects The success of any project is crucially dependent on the documents produced for it. The Practical Guide to Project Management Documentation provides a complete and reliable source of explanations and examples for every possible project-related document-from the proposal, business case, and project plan, to the status report and final post-project review. The Practical Guide to Project Management Documentation is packed with material that slashes the time and effort expended on producing new documents from scratch. Following the processes in the Project Management Institute's PMBOK® Guide, this one-stop, full-service book also offers tips and techniques for working with documents in each project process. Documentation for several project/client scenarios is addressed, including internal and externally contracted projects. A single project-the construction of a water theme park-is used as the case study for all the document examples. An included CD-ROM provides all the documents from the book as Microsoft Word(r) files. Readers can use these as a framework to develop their own project documents. The Practical Guide to Project Management Documentation is an unmatched reference for the numerous documents essential to project managers in all industries. (PMBOK is a registered mark of the Project Management Institute, Inc.)

Implementing IT Governance - A Pocket Guide


Author: Gad J. Selig
Publisher: Van Haren
ISBN: 9087538170
Category: Education
Page: 210
View: 2750

Continue Reading →

The issues, opportunities and challenges of aligning information technology more closely with an organization and effectively governing an organization s Information Technology (IT) investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management in enterprises on a global basis. 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 (portfolio investment) management, program and project management, IT service management and delivery, strategic sourcing and outsourcing, performance management and metrics, like the balanced scorecard, compliance and others. Much less has been written about a comprehensive and integrated IT/Business Alignment, Planning, Execution and Governance approach. This new title fills that need in the marketplace and gives readers a structured and practical solutions using the best of the best principles available today. The book is divided into nine chapters, which cover the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment - leadership and proactive people and change agents, flexible and scalable processes and enabling technology. Each of the chapters also covers one or more of the following action oriented topics: demand management and alignment (the why and what of IT strategic planning, portfolio investment management, decision authority, etc.); execution management (includes the how - Program/Project Management, IT Service Management and Delivery with IT Infrastructure Library {ITIL} and Strategic Sourcing and outsourcing); performance, risk and contingency management (e.g. includes COBIT, the balanced scorecard and other metrics and controls); and leadership, teams and people skills. Endorsements 'Selig has brought together his years of practical experience and his academic training to produce a valuable resource on how to successfully manage IT. He uses IT governance as the focal point for executing best practices to create alignment between IT and the business. In today s marketplace, where no organization can compete effectively without alignment, this book can become the executive handbook for IT management'Christine V. Bullen, Senior Lecturer, Howe School of Technology Management, Stevens Institute of Technology 'Dr. Selig has written an extremely comprehensive book on IT Governance. It is so comprehensive that today's IT leader need look at few other sources to ensure that they have nailed what it takes to lead a world-class IT organization. It provides details, yet serves as a easily reference-able road-map for today's busy IT executives it's a great desktop companion!'Stu Werner, Executive Vice President and CIO, Li & Fong, U.S.A. 'Dr. Selig s book on this topic is a great resource for all IT practitioners and brings together every critical aspect relating to IT governance. This book lays out a roadmap to executing within a solid governance model. It looks at all aspects of establishing, marinating, growing and sustaining an IT ecosystem. The combination of case studies and disciplined approaches to building well structured processes, committed leaders and change agents will help the board, executive management and most of all, CIO s and IT professionals think through what has worked, what can work and how to deployIT governance successfully. I very much enjoyed reading the chapters. I think you have a great book and I look forward to reading it when it comes out'Dick LeFave, CIO, Sprint Nextel 'In an era when strong IT governance is an increasingly critical component of visionary business and technology leadership, Dr Selig's book provides a welcome compendium of successful practices. Experienced leaders will find it a valuable reference, while early-career managers will appreciate the clear, actionable framework for developing high-quality, sustainable governance models of their own'Hank Zupnick, CIO, GE Real Estate 'Dr Selig's book is a well thought out and comprehensive reference guide on the successful governance of IT in context of the larger business. It successfully combines practical check lists and governance models with real world insights in an easy to read format.The book is organized into logical sections that make it easy to find topics of relevance. This book will be useful when setting up a new governance model or challenging and improving what is in place today. It is written in a format that allows the reader to stand back from the detail and look a the bigger picture, recognizing that an integrated approach to IT governance is critical to the overall health of a successful business.Dr Selig has captured this complex topic in a way that will prove a valuable reference for all levels of Executives and managers that are involved in IT governance' Nicholas Willcox, Director IT, Unilever Americas 'Dr. Selig s blend of executive IT and senior level business experience in major companies combined with many years of teaching experience and research effort have enabled him to create a unique book that blends many different components and perspectives on IT Governance into a single framework. Written for senior and aspiring IT and business leaders, his book draws upon practical experience, research, and best practices as well as the collective wisdom of the many senior IT leaders he has interacted with in teaching IT Governance. A five star rating!'James R. Shea, Director, Syracuse University, Center for Business Information Technologies 'Dr. Selig has created a veritable IT Governance Encyclopedia for the 21st century IT executive. If something isn t covered here, you probably don t need to know it'Peter Schay, Executive VP, The Advisory Council

B2B Customer Experience

A Practical Guide to Delivering Exceptional CX
Author: Paul Hague,Nicholas Hague
Publisher: Kogan Page
ISBN: 9780749481858
Category: Customer loyalty
Page: 248
View: 483

Continue Reading →

Understand all areas of creating an exceptional customer experience that is bespoke to the B2B realm, with this practical and essential guide to the process.

Process Mapping, Process Improvement, and Process Management

A Practical Guide for Enhancing Work and Information Flow
Author: Dan Madison
Publisher: Paton Professional
ISBN: 1932828044
Category: Business & Economics
Page: 313
View: 1310

Continue Reading →

At last, a simple, well-written survey of process redesign that will help you transform your organization into a world-class competitor. Author Dan Madison explains the evolution of work management styles, from traditional to process-focused, and introduces the tools of process mapping, the roles and responsibilities of everyone in the organization, and a logical ten-step redesign methodology. Thirty-eight design principles allow readers to custom-fit the methodology to the particular challenges within their own organizations. Additional chapters by guest writers Jerry Talley, Ph.D., and Vic Walling, Ph.D., discuss cross-department process management and using computer simulation in redesign, respectively. (Publisher)

IT Architect: Foundation in the Art of Infrastructure Design: A Practical Guide for IT Architects


Author: John Yani Arrasjid, VCDX-001,Mark Gabryjelski, VCDX-023,Chris McCain, VCDX-079
Publisher: Lulu.com
ISBN: 0996647708
Category:
Page: 446
View: 2386

Continue Reading →

The first book in the IT Architect series helps aspiring & experienced IT infrastructure architects/administrators, and those pursuing infrastructure design certifications, establish a solid foundation in the art of infrastructure design. The three autho

ITIL Lifecycle Essentials

Your essential guide for the ITIL Foundation exam and beyond
Author: Claire Agutter
Publisher: IT Governance Publishing
ISBN: 1849284180
Category: COMPUTERS
Page: 375
View: 4542

Continue Reading →

Gives ITIL Foundation candidates a comprehensive overview of the key elements, concepts and terminology used in the ITIL service lifecycle.

Performance Management

A Practical Guide
Author: Christopher Mills
Publisher: AuthorHouse
ISBN: 1524628638
Category: Self-Help
Page: 274
View: 3813

Continue Reading →

Be it profit or cost-centered, performance management is a critical business system and is the lifeblood of any organization. It translates strategy and direction into individual accountability. This book provides readers with a step-by-step process to build a performance management system that works! It shows organizations how to make performance management employee-centric, link strategy to performance management, use PM to support and develop culture change, set KPIs, track and measure competencies, and use a rating system that differentiates performance and links to rewards. How to Build a Performance Management System That Works covers many best practices and examples that create direction, synergy, and accountability for future organizational and individual success.

Itsm

QuickStart Guide - The Simplified Beginner's Guide to It Service Management
Author: ClydeBank Technology
Publisher: Clydebank Media LLC
ISBN: 9781945051081
Category:
Page: 108
View: 318

Continue Reading →

IT Service Management, Made Simple "Free Audiobook + More Included In The Book!" IT Service Management (ITSM) bridges the world of business with the world of technology. In ITSM For Beginners, ClydeBank Media traces the modern evolutions in information technology that precipitated the need and inspiration for ITSM. The reader is treated to a comparative analysis of several ITSM philosophies and systematic components. From the core facets of ITIL (Information Technology Infrastructure Library) to more specialized ITSM frameworks such as ISO/IEC 20000 and eTOM, ITSM For Beginners offers readers a comprehensive look at the various theories and metrics that define ITSM. In this book, Clydebank Media brings big ideas down to earth for the everyday reader. ITSM For Beginners is the perfect orientation guide for the IT Professional's first forays into the culture and language of ITSM. The book is also a great choice for non-technical professionals seeking a more fruitful and seamless interface with IT personnel and assets. You'll Learn...In-depth Summary and Analyses of core ITIL Life Cycle Phases and Sub-ComponentsCase Studies in ITSM ApplicationGetting Employees to "buy in" to ITSM by Implementing from the Bottom UpCreating and Leveraging "Service Catalogues" to Clarify and Regiment IT CostsThe Capability Maturity Model and its Five Evolutionary StagesMuch More!Additionally, Everyone Who Purchases the Book Receives: A FREE Audiobook + The Ability To Get Free Books For Life (More Details Inside)A Risk-Free Purchase - No Questions Asked Money Back GuranteeWe are so confident that methods outlined in this book will help you understand IT Service Management that we're willing to let you try the book risk-free. If you are not fully satisfied with the product, simply let us know and we will provide a 100% full refund. That's right, a 100% Money-Back Guarantee! What reason do you have to not give this book a try? Scroll Up To The Top Of The Page And Click The Orange "Buy Now" or "Read For Free" Icon On The Right Side Right Now! ClydeBank Media LLC All Rights Reserved

The ADHD Book of Lists

A Practical Guide for Helping Children and Teens with Attention Deficit Disorders
Author: Sandra F. Rief
Publisher: John Wiley & Sons
ISBN: 1118937767
Category: Education
Page: 528
View: 495

Continue Reading →

Practical ADHD management techniques for parents and teachers The ADHD Book of Lists is a comprehensive guide to ADHD/ADD, providing the answers parents, teachers, and other caregivers seek in a convenient list format. This new second edition has been updated with the latest research findings and resources, including the most up to date tools and strategies for helping these children succeed. Each aspect of ADHD/ADD is fully explained, from diagnosis to intervention, providing readers with the insight they need to make the best choices for the affected child. Coverage includes the latest medications and behavioral management techniques that work inside and outside the classroom, plus guidance toward alleviating individual struggles including inattention, impulsivity, executive function and subject-specific academic issues. Readers learn how to create a collaborative care team by bringing parents, teachers, doctors, therapists, and counselors on board to build a comprehensive management plan, as well as the practical techniques they can use every day to provide these children the support they need to be their very best. Attention Deficit/Hyperactivity Disorder cannot be cured, but it can be managed successfully. This book is an insightful guide to supporting children and teens with ADHD, and giving them the mental, emotional, and practical tools that boost their confidence and abilities and enable them to thrive. Investigate comprehensive treatments, including ADHD coaching Learn strategies for strengthening organization, working memory and other executive functions. Understand effective classroom management of students with ADHD Discover ways to help struggling children succeed despite the challenges The ADHD Book of Lists is the complete easy-to-reference guide to practical ADHD management and will be a go-to resource for parents, teachers, clinicians, and others involved in the care and education of students with ADHD.

Service Management For Dummies


Author: Judith Hurwitz,Robin Bloor,Marcia Kaufman,Fern Halper
Publisher: John Wiley & Sons
ISBN: 9780470529089
Category: Computers
Page: 384
View: 8107

Continue Reading →

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

A Practical Guide to Software Licensing for Licensees and Licensors

Analyses and Model Forms
Author: H. Ward Classen
Publisher: American Bar Association
ISBN: 9781590318492
Category: Computers
Page: 651
View: 3441

Continue Reading →

This new Second Edition updates its first edition published in 2005 by examining the fundamental issues that both licensors and licensees confront in the negotiation of a software license. This resource is accompanied by and cross-referenced to an annotated software license. A detailed index and companion CD-ROM is also included for customization of the software license and related forms.