Ten Steps to ITSM Success

Ten Steps to ITSM Success
A structured and flexible method for achieving IT Service Management success in the real world
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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.

About the authors
Angelo Esposito is a Program Manager with Jacobs Technology, and is currently advising the US Navy on its Enterprise ITSM transformation. Angelo is a former CIO with over 25 years’ experience gained in a variety of sectors including commercial, non-profit and government.

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.

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Showing comments 1-4 of 4
1. Bill on 11/26/2015, said:

Very well written and straight to the point. I would recommend this book to anyone involved with ITSM or ITIL.
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2. Henry G. Stanton on 11/18/2015, said:

This is an excellent, organized and clearly written planning document for setting up an ITSM Organization. As an IT professional in the business for 34 years with multiple CIO positions on his resume, I highly recommend this book as a practical guide to ITSM implementation or remediation.
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3. Corde Wagner on 10/23/2015, said:

Excellent source of ITSM leadership advice - From my own experience in recent years, this is an excellent source of information and wisdom for anyone who is now, or will soon be starting an effort to build an ITSM program or Service Management Office (SMO). The authors make practical recommendations for those things that the ITSM practitioner must do, they note where the pitfalls are and they provide actionable examples for making their "ten steps to success" actually work. It's an easy read and filled with a great deal of advice from practitioners who know IT Service Management.
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4. Mark T. Edmead on 10/20/2015, said:

“Finally -- a practical and useful guide to ITSM - This is the book I've been waiting for. Finally a book with practical steps to enterprise IT transformation. There is no "fluff" in this book. This book gets down to business right away from the first page. I highly recommend!”
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