Pragmatic Application of Service Management

Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management – The Five Anchor Approach provides comprehensive guidance, instructive illustrations, and helpful tables to create an integrated system based on COBIT, ISO 20000, ITIL, and CMMI-SVC. 

• Cover
• Title
• Copyright
• Foreword
• About The Authors
• Acknowledgements
• Contents
• Introduction
• Chapter 1: Why This Book
  • The Focus
  • Strengths
  • The Five Anchors and Caselets
• Chapter 2: COBIT, ISO/IEC 20000, ITIL and CMMI-SVC
  • Overview of COBIT
  • ISO/IEC 20000-1:2011
  • Overview of ITIL
  • Overview of CMMI-SVC
  • Improvement Models
  • Summary
• Chapter 3: Addressing VSEs
• Chapter 4: The Five Anchors
  • The Five Anchors
  • Structure
• Chapter 5: Caselet #1 - Governance
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 6: Caselet #2 - Resource Optimization
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 7: Caselet #3 - Risk Management
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 8: Caselet #4 – Achieve Business Outcomes
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 9: Caselet #5 – Compliance & Improvement
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 10: Caselet #6 – Strategic Alignment
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 11: Caselet #7 – Security, Compliance & Risk
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 12: Caselet #8 – Value-based Portfolio
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 13: Caselet #9 – Strategic Choice & Market Conditions
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Chapter 14: Caselet #10 – Plan & Use Resources
  • The Five Anchors
  • Improvement Model Application
  • Solution References:
• Appendix A: The Map
• ITG Resources