This practical guide is a great solution to address the key problem how to implement ITSM and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes a small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which though valid are not a major issues for those organizations whose IT processes form only a small part of the service offering to customers. Each chapter has the following structure: Improvement activities Process inputs and outputs Processes related to Tools and techniques Key Performance Indicators Critical Success Factors Improvement roles Benefits of effective Implementation challenges and considerations Typical assets and artifacts of an Improvement programHere in Chapter Three we begin our pro forma look at the processes that make up the core components of IT Service Management. ... a look at Business Relationship Management, a process that is not even in ITIL until the release of the 2011 edition. ... So, if you implement Service Level Management (see Chapter 4) you will automatically account for most of Business ... Plan Interface Evaluate Figure 3.1 Typical Business Relationship Management process flow Copyright protected.
|Title||:||The IT Service Management Process Manual|
|Publisher||:||Van Haren - 2013-02-11|