The Practical Guide To World-Class IT Service Management


Author: Kevin J. Smith
Publisher: Outskirts Press
ISBN: 057818897X
Category: Business & Economics
Page: 459
View: 9492

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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
Category:
Page: N.A
View: 8644

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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: Van Haren Publishing
Publisher: Van Haren
ISBN: 9401800081
Category: Computers
Page: 446
View: 392

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In all enterprises around the world, the issues, opportunities and challenges of aligning IT more closely with the organization and effectively governing an organizations 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

The IT Imperative


Author: Kevin J. Smith
Publisher: The Anima Group
ISBN: 0578201976
Category: Business & Economics
Page: 589
View: 2483

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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: 3824

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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.

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: 3989

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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.)

Virtual Team Success

A Practical Guide for Working and Leading from a Distance
Author: Richard Lepsinger,Darleen DeRosa
Publisher: John Wiley & Sons
ISBN: 9780470872413
Category: Business & Economics
Page: 224
View: 9683

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Praise for Virtual Team Success "There's no school for this yet, but when the first is established, Virtual Team Success: A Practical Guide for Working and Leading from a Distance will certainly be the core curriculum." —Jessica Lipnack and Jeffrey Stamps, CEO and co-founders, NetAge "Virtual Team Success is a must have for anyone managing geographically-dispersed teams. DeRosa and Lepsinger bring experience and credentials to guide us all through the labyrinth of problems that so often derail virtual teams. As our global businesses become increasingly complex, I can't imagine a more timely or better resource." —Jay Moldenhauer-Salazar, vice president, talent management, The Gap "For global teams that want to be top-performing, Virtual Team Success should be their team handbook. It's loaded with tools, checklists, models, and practical recommendations for working and leading from a distance. This is the kind of book virtual teams really need to be successful. I've been waiting for a book like this and look forward to recommending it as a resource that can help improve the performance of our teams!" —Kathleen McGuire, manager organizational development, Bayer Healthcare HR Global Leadership Development "Virtual teams are intended to make optimal use of expertise spread across the world, but performance excellence is the exception and mediocrity the rule. After extensive and careful study of real teams, DeRosa and Lepsinger have captured essential information, principles of operation, and tools in a highly readable volume that can help thoughtful readers elevate the performance of the teams significantly. The practical focus, collection of techniques and tools, and "how to" tips provide an essential foundation for anyone with virtual team responsibility. The organization of the book centered around challenges, differentiators, and lessons will facilitate finding answers to any problem the team faces. The RAMP model makes it easy to focus on what's important in enabling top performance." —Mike Beyerlein, professor, Organizational Leadership, Purdue University

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: 9543

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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.

The ITSM Process Design Guide

Developing, Reengineering, and Improving IT Service Management
Author: Donna Knapp
Publisher: J. Ross Publishing
ISBN: 1604270497
Category: Business & Economics
Page: 256
View: 6630

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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.

Service Design for Business

A Practical Guide to Optimizing the Customer Experience
Author: Ben Reason,Lavrans L?vlie,Melvin Brand Flu
Publisher: John Wiley & Sons
ISBN: 1118988949
Category: Business & Economics
Page: 208
View: 2650

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A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

The Trend Management Toolkit

A Practical Guide to the Future
Author: A. Kjaer
Publisher: Springer
ISBN: 1137370092
Category: Business & Economics
Page: 243
View: 7741

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In a fast moving world, businesses need to keep up with data analysis and pattern spotting to identify future opportunities. Anne Lise Kjaer presents a unique methodology for global trend spotting along with practical tools and approaches to help companies and organizations analyse market changes and determine the way ahead.

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: 3951

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

Project Portfolio Management

A Practical Guide to Selecting Projects, Managing Portfolios, and Maximizing Benefits
Author: Harvey A. Levine
Publisher: John Wiley & Sons
ISBN: 9781118002568
Category: Business & Economics
Page: 560
View: 5565

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Project Portfolio Management (PPM) goes beyond the typical project management approach to offer a set of proven business practices that can help executives, program managers, and project managers bring projects into alignment with the strategies, resources, and executive oversight of the overall enterprise. Step by step, this book shows how to take a project from the inception of a vision to the realization of benefits to the organization. Project Portfolio Management draws on project management expert Harvey A. Levine’s years of research and distills the knowledge and best practices from dozens of leaders in the field to show how to select and implement the projects that will garner the best results. Throughout this important resource, Levine tackles the many challenges associated with PPM, including Ranking value and benefits Determining the size of the portfolio pipeline Assessing the impact of uncertainty on projects and portfolios Understanding the benefit and risk relationship Establishing a portfolio governance capability Managing the portfolio to maximize benefits Implementing PPM

IT Service Management for Newbies

Expert Guidance for Beginners
Author: William Edwards
Publisher: White Dove Books
ISBN: 1370477198
Category: Business & Economics
Page: 93
View: 8153

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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

Implementing IT Governance - A Pocket Guide


Author: Gad J. Selig
Publisher: Van Haren
ISBN: 9087538170
Category: Education
Page: 210
View: 4215

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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

World Class Quality

Using Design of Experiments to Make It Happen
Author: Keki R. Bhote
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814426425
Category: Business & Economics
Page: 512
View: 1916

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This revised, expanded best-seller is a powerful new tool kit for the 21st century.

IT Manager's Handbook

Getting Your New Job Done
Author: Bill Holtsnider,Brian D. Jaffe
Publisher: Elsevier
ISBN: 0124159494
Category: Business & Economics
Page: 341
View: 1690

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"This book provides a practical reference that you will return to again and again in an ever-changing corporate environment where the demands on IT continue to increase. Make your first 100 days really count with the fundamental principles and core concepts critical to your success as a new IT Manager outlined in this valuable resource. The book also discusses how to work with your customers, manage your budget, develop an overall IT strategy and demonstrate the value of IT to the company"--

Fundamentals of Health Care Financial Management

A Practical Guide to Fiscal Issues and Activities
Author: Steven Berger
Publisher: John Wiley & Sons
ISBN: 9780470314005
Category: Medical
Page: 288
View: 7950

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In this thoroughly revised and updated third edition of Fundamentals of Health Care Financial Management, consultant and educator Steven Berger offers a practical step-by-step approach to understanding the fundamental theories and relationships guiding financial decisions in health care organization. Set in a fictional mid-sized hospital, the book is written in diary form, taking the reader into the inner workings of the finance executive's office. This introduction to the most-used tools and techniques of health care financial management includes health care accounting and financial statements; managing cash, billings and collections; making major capital investments; determining cost and using cost information in decision-making; budgeting and performance measurement; and pricing. As in the previous editions, this book introduces key practical concepts in fundamental areas of financial management.

Build It

The Rebel Playbook for World-Class Employee Engagement
Author: Glenn Elliott,Debra Corey
Publisher: John Wiley & Sons
ISBN: 1119390079
Category: Business & Economics
Page: 272
View: 891

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The current way of treating people at work has failed. Globally, only 30% of employees are engaged in their jobs, and in this fast-paced world that's just not enough. The world's best companies understand this, and have been quietly treating people differently for nearly two decades. Now you can learn their secrets and discover The Engagement Bridge™ model, proven to build bottom line value for companies through sustainable employee engagement. Companies with the best cultures generate stock market returns of twice the general market and enjoy half the employee turnover of their peers. Their staff innovate more, deliver better customer service and, hands-down, beat the competition. These companies outperform and disrupt their markets. They break the rules of traditional HR, they rebel against the status quo. Build it has found these rebels and the rulebreakers. From small startups to global powerhouses, this book shows that courage, commitment, and a people-centric mindset, rather than money and resources, are what you need to turn an average business into a category leader. The book follows the clear and proven Engagement Bridge™ model, developed from working with thousands of leading companies worldwide on their own employee engagement journeys. The practical model highlights the areas that leaders need to examine in order to build a highly engaged company culture and provides a framework for success. Build it is packed with tips, tools and real-life examples from employers including NASDAQ, Unilever, IBM, KPMG, 3M, and McDonald's to help you start doing this not tomorrow, but today. Readers will learn: How employee engagement helps companies perform The key factors that drive engagement, and how they work together What the world's most rebellious companies have done to break the rules of traditional HR and improve engagement How to implement The Engagement BridgeTM model to boost productivity, innovation, and better decision-making Unique in this category, Build it is written from two sharply different perspectives. Glenn Elliott is a multi-award winning Entrepreneur of the Year, CEO and growth investor. He talks candidly about the mistakes and missteps he has made whilst building Reward Gateway into a $300m category leader in employee engagement technology. Debra Corey brings 30 years experience in senior level HR roles at global companies such as Gap, Quintiles, Honeywell and Merlin Entertainments. She shares the practical tools and case studies that can kickstart your employee engagement plan, bringing her own pragmatic and engaging style to each situation.

The Lean IT Field Guide

A Roadmap for Your Transformation
Author: Michael A. Orzen,Thomas A. Paider
Publisher: Taylor & Francis
ISBN: 1351105841
Category: Business & Economics
Page: 183
View: 975

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How many IT books have you read that are long on theory and short on practical application? They are interesting, but not very impactful. They provide a framework from which to think and understand, but lack a process from which to act. Addressing this urgent need for the IT community, The Lean IT Field Guide explains how to initiate, execute, and sustain a lean IT transformation. Illuminating a clear path to lean IT, the authors integrate more than two decades of combined experience to provide you with a proven method for creating and sustaining a true lean IT workplace. This field guide not only highlights the organizational techniques of more agile and lean processes, but also the leadership work required to help management adopt these new approaches. Based on proven methods from different industries, including banking, manufacturing, insurance, food and beverage, and logistics, the book details a clear model that covers all the components you need to achieve and sustain a favorable work environment and culture in support of lean IT. Filled with anecdotes and case studies from actual businesses, the book includes pictures, templates, and examples that illustrate the application of the lean methods discussed.