Acronyms | p. vii |
Preface | p. ix |
About the Author | p. xvii |
Foreword | p. xix |
Introduction | p. 1 |
The Changing Role of IT | p. 3 |
The Importance of IT Service Management Processes | p. 5 |
Using Process Frameworks and Standards | p. 6 |
IT Service Management Frameworks | p. 8 |
Complementary Frameworks | p. 11 |
IT Service Management Standard-ISO/IEC 20000 | p. 11 |
The Value Chain and Its Effect on Processes | p. 15 |
Assessing Process Maturity | p. 17 |
Summary | p. 19 |
Discussion Topics | p. 19 |
Review Questions | p. 20 |
Defining and Analyzing Customer Requirements | p. 21 |
Gathering Requirements | p. 22 |
Surveying Customers | p. 22 |
Conducting a Needs Assessment | p. 23 |
Creating and Using Service Level Agreements | p. 27 |
Benchmarking | p. 28 |
Translating Customer Requirements | p. 28 |
Summary | p. 30 |
Discussion Topics | p. 31 |
Review Questions | p. 31 |
Quality Management Principles | p. 33 |
Quality Management Basics | p. 33 |
Total Quality Management | p. 34 |
Malcolm Baldrige National Quality Award | p. 35 |
Capability Maturity Model“ Integration | p. 37 |
Six Sigma | p. 38 |
Lean Six Sigma | p. 38 |
ISO 9000 and ISO 9001 | p. 39 |
Process Design Considerations | p. 40 |
Developing Processes | p. 42 |
Reengineering Processes | p. 43 |
Improving Processes | p. 44 |
Summary | p. 46 |
Discussion Topics | p. 47 |
Review Questions | p. 47 |
Defining and Documenting Processes | p. 49 |
Distinguishing Policies, Processes, Procedures, and Plans | p. 51 |
Summary | p. 54 |
Discussion Topics | p. 54 |
Review Questions | p. 55 |
Assessing Process Maturity | p. 57 |
Getting Started | p. 58 |
Assessing Incident Management Maturity | p. 59 |
Level 1 (Initial): Characteristics | p. 60 |
Level 1 (Initial): Challenges and Transition Steps | p. 60 |
Level 2 (Repeatable): Characteristics | p. 62 |
Level 2 (Repeatable): Challenges and Transition Steps | p. 62 |
Level 3 (Defined): Characteristics | p. 64 |
Level 3 (Defined): Challenges and Transition Steps | p. 64 |
Level 4 (Managed): Characteristics | p. 66 |
Level 4 (Managed): Challenges and Transition Steps | p. 66 |
Level 5 (Optimizing): Characteristics | p. 69 |
Level 5 (Optimizing): Challenges and Transition Steps | p. 69 |
Summary | p. 71 |
Discussion Topics | p. 72 |
Review Questions | p. 72 |
Process Design and Improvement Steps | p. 73 |
Step 1: Determine Management's Vision and Level of Commitment | p. 75 |
Step 2: Establish a Project and Form a Project Team | p. 76 |
Step 3: Define the Process and Identify Customer Requirements | p. 82 |
Step 4: Document the "As Is" Process and Baseline Current Performance | p. 84 |
Step 5: Assess Conformance to Customer Requirements | p. 86 |
Step 6: Benchmark Current Performance | p. 87 |
Step 7: Design or Redesign Process | p. 88 |
Step 8: Solicit Feedback, Fine-tune, and Finalize the Design | p. 92 |
Step 9: Implement the New Process | p. 92 |
Step 10: Assess Performance and Continually Improve | p. 93 |
Summary | p. 93 |
Discussion Topics | p. 94 |
Review Questions | p. 94 |
Process Design and Improvement Tools and Techniques | p. 95 |
Process Maps | p. 95 |
High-level Integration Map | p. 96 |
Relationship Maps | p. 96 |
Cross-functional Map | p. 98 |
Flowcharts | p. 99 |
Seven Basic Tools of Quality | p. 102 |
Cause-and-Effect Diagrams | p. 102 |
Check Sheets | p. 103 |
Control Charts | p. 104 |
Histograms | p. 105 |
Pareto Charts | p. 107 |
Scatter Diagrams | p. 108 |
Miscellaneous Tools and Techniques | p. 109 |
Producing a Business Case | p. 109 |
Calculating Return on Investment | p. 111 |
Creating a RACI Matrix | p. 113 |
Summary | p. 115 |
Discussion Topics | p. 116 |
Review Questions | p. 116 |
Producing Meaningful Metrics | p. 117 |
Producing Meaningful Metrics: Common Practice | p. 119 |
Producing Meaningful Metrics: Best Practice | p. 120 |
Implementing a Metrics Program | p. 121 |
Using Metrics to Achieve Business and Process Improvement Goals | p. 122 |
Automatically Monitoring Metrics and Publishing Reports | p. 125 |
The Role of Service Level Management | p. 126 |
Keys to a Successful Metrics Program | p. 127 |
Summary | p. 130 |
Discussion Topics | p. 131 |
Review Questions | p. 131 |
Managing Organizational Change | p. 133 |
Change Preparation | p. 136 |
Step 1: Create a Vision and Promote Awareness | p. 136 |
Step 2: Identify and Empower Change Agents | p. 137 |
Step 3: Create a Communication Plan | p. 138 |
Motivation | p. 139 |
Step 4: Create an Incentive Plan | p. 140 |
Education and Training | p. 140 |
Step 5: Create an Education and Training Plan | p. 140 |
Summary | p. 143 |
Discussion Topics | p. 144 |
Review Questions | p. 144 |
IT Service Management Technologies | p. 147 |
Evaluating and Selecting Technologies | p. 148 |
Define Your Goals | p. 148 |
Define Your Technology Requirements | p. 149 |
Weight Your Technology Requirements | p. 150 |
Identify Candidate Vendors | p. 150 |
Evaluate the Candidates | p. 151 |
Evaluate the Finalists | p. 154 |
Make a Final Decision | p. 155 |
Planning and Managing a Successful Implementation | p. 156 |
Summary | p. 156 |
Discussion Topics | p. 157 |
Review Questions | p. 157 |
Sample Process Definition Document | p. 159 |
Sample Document Control Sheet | p. 183 |
Sample High-level Implementation Plan | p. 185 |
Sample Key Performance Indicators | p. 197 |
Sample Communication Plan | p. 201 |
Sample Training Plan | p. 203 |
Additional Sources of Information | p. 207 |
Glossary | p. 211 |
Index | p. 225 |
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