Ten Steps to ITSM Success

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 written for 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. This book is a co-publication with itSMF USA and is the second book in the Thought Leadership Series

• Cover
• Title
• Copyright
• Foreword
• Preface
• About the Authors
• Acknowledgments
• Contents
• Introduction
  • Who should read this book?
• Chapter 1: Setting the Stage
  • Your Business Plan is done – now what?
• Chapter 2: Inventory the Current Service Offering
• Chapter 3: Validate the Current Service Model
• Chapter 4: Establish an ITSMSteering Committee
• Chapter 5: Define the Ideal Target State
• Chapter 6: Create the ITStrategic and Tactical Plans
  • Vision and Mission Analysis
  • External environment
  • Industry environment
  • Internal Analysis, Culture and climate, Resources
  • Financial Analysis
  • SWOT
  • Choice
  • Action Plan
  • Roadmap
• Chapter 7: Define Organizational Roles and Responsibilities
  • RACI chart and variations
  • Organizational change management
• Chapter 8: Standardized Development Approach
  • The first tier
  • The second tier
  • The third tier
  • The fourth tier
  • Execution: Integrated Process Development Teams
  • Tools
  • Process Development Lifecycle
• Chapter 9: Strategy and Planning
  • Strategy
  • Planning
• Chapter 10: Logical and Physical Design
  • Logical Design
    • Suggested checkpoint
  • Physical Design
• Chapter 11: Build and Test
• Chapter 12: Conduct Service and Process Health Assessment
  • Process Goals and Objectives
  • Process Ownership
  • Process Repeatability
  • Roles and Responsibilities
  • Policy, Plans and Procedures
  • Process Performance Management
  • Operational Solutions Planning
  • Knowledge Transfer and Documentation
• Chapter 13: Analysis and Deployment
  • Analysis and next steps
  • Deployment
• Chapter 14: Operation and Sustainment
  • Operation and Sustainment
• Chapter 15: Balanced Scorecard and Continual Improvement
  • IT Balanced Scorecard
  • Continual Improvement
• Chapter 16: Putting it all Together
  • What now?
  • Monday morning, 9:00 a.m
• Appendix A: Business Plan Template
• References
• ITG Resources