Wow! eBook
Ten Steps to ITSM Success: A Practitioner’s Guide to Enterprise IT Transformation
Author(s): Angelo Esposito (Author), Timothy Rogers (Author), Peter Silverleaf (Narrator)
- Publisher: IT Governance Publishing
- Publication Date: 7 Feb. 2013
- Language: English
- Print length: 264 pages
- ISBN-10: 1849284563
- ISBN-13: 9781849284561
Book Description
You’ve read the books, but… A wealth of material has been written to describe the underlying mechanics of ITSM, but very little practical advice is available on how to implement ITSM best practices to achieve an organization’s business objectives. The official ITIL® volumes explain what service management is, how the processes work and fit together, and why IT shops should adopt the practice, but they are notoriously vague on how to design and implement an ITSM model in a real organization. This challenge is best understood by those with experience of transforming ineffective and expensive IT, yet most ITSM guides are authored from a purely academic standpoint. From the classroom to the real world This book provides guidance on implementing ITSM Best Practices in an organization based on the authors’ real-world experiences. Advice is delivered through a Ten-Step approach, with each step building upon the successes of its predecessors. Subjects covered include – • Documenting objectives, identifying current and future demands, analyzing service financials. • High-level design, negotiating development priorities, creating an execution plan and roadmap, agreeing roles and responsibilities. • Detailed design, building, testing, deploying. • Monitoring and continual improvement. Each step includes summary lists of key questions to ask and specific actions to take, and a useful business case template is included as an appendix. A practical guide to ITSM Improvement As organizations seek to boost revenue, cut costs and increase efficiency, they increasingly look to IT as a strategic partner in achieving these objectives. Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is aimed at ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations. A structured yet flexible method for achieving ITSM success!
Editorial Reviews
From the Back Cover
A practical guide to improving delivery of ITSM Best Practices
A wealth of material has been written to describe ITSM, but little practical advice is available on implementing an ITSM model in a real organization in order to achieve business objectives. This challenge is best understood by those with experience of transforming ineffective and expensive IT, yet most ITSM guides are authored from a purely academic standpoint.
Ten Steps to ITSM Success guides the reader through an ITSM transformation journey based on the authors’ real-world experiences. Advice is delivered through a Ten-Step approach, with each step building upon the successes of its predecessors. Summary lists of key questions to ask and specific actions to take are included in each step, and a useful business case template is provided as an appendix.
This book is aimed at ITSM practitioners and consultants, but will also be of interest to IT directors and C-suite executives looking to transform their IT into a value-creating business partner, to establish a service management culture, and to drive improvements within their organization.
Angelo Esposito is a former CIO with over 25 years’ experience gained in a variety of sectors and is currently advising the US Navy on its Enterprise ITSM transformation.
Timothy Rogers is a consultant specializing in service management and governance and is currently advising the US Navy on large-scale enterprise IT efficiency initiatives.
A structured yet flexible method for achieving ITSM success
Co-published by IT Governance Publishing and itSMF USA
About the Author
Angelo Esposito, Program Manager with Jacobs Technology, is currently advising the US Navy on its Enterprise ITSM Transformation effort. A former Chief Information Officer (CIO) with more than 25 years of experience, he has worked in commercial, non-profit and government sectors. Mr Esposito holds a degree from the University of Massachusetts, Boston, and certifications in ITIL®, Information Systems Auditing, Information Security Management, and the Governance of Enterprise IT.
In addition to the United States, Mr Esposito has lived and worked in England, Luxembourg and Canada. His hobbies include competing as a triathlete and participating as a Century bike rider for charitable causes. Mr Esposito currently resides in Washington, DC, USA.
Timothy Rogers is a consultant specializing in service management, governance and continual improvement. Timothy is a former CTO with over 15 years’ experience working with high-tech start-ups, financial services firms and large government clients.
