ITSM Process Design Guide

ISBN-10: 1604270497

ISBN-13: 9781604270495

Edition: 2010

Authors: Donna Knapp

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IT organizations increasingly recognize the need to design, redesign or reengineer, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library (ITIL) Control Objectives for IT (COBIT), Microsoft Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
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Book details

Copyright year: 2010
Publisher: Ross Publishing, Incorporated, J.
Binding: Paperback
Pages: 256
Size: 6.00" wide x 8.75" long x 0.75" tall
Weight: 0.748
Language: English

Acronymsp. vii
Prefacep. ix
About the Authorp. xvii
Forewordp. xix
Introductionp. 1
The Changing Role of ITp. 3
The Importance of IT Service Management Processesp. 5
Using Process Frameworks and Standardsp. 6
IT Service Management Frameworksp. 8
Complementary Frameworksp. 11
IT Service Management Standard-ISO/IEC 20000p. 11
The Value Chain and Its Effect on Processesp. 15
Assessing Process Maturityp. 17
Summaryp. 19
Discussion Topicsp. 19
Review Questionsp. 20
Defining and Analyzing Customer Requirementsp. 21
Gathering Requirementsp. 22
Surveying Customersp. 22
Conducting a Needs Assessmentp. 23
Creating and Using Service Level Agreementsp. 27
Benchmarkingp. 28
Translating Customer Requirementsp. 28
Summaryp. 30
Discussion Topicsp. 31
Review Questionsp. 31
Quality Management Principlesp. 33
Quality Management Basicsp. 33
Total Quality Managementp. 34
Malcolm Baldrige National Quality Awardp. 35
Capability Maturity Model“ Integrationp. 37
Six Sigmap. 38
Lean Six Sigmap. 38
ISO 9000 and ISO 9001p. 39
Process Design Considerationsp. 40
Developing Processesp. 42
Reengineering Processesp. 43
Improving Processesp. 44
Summaryp. 46
Discussion Topicsp. 47
Review Questionsp. 47
Defining and Documenting Processesp. 49
Distinguishing Policies, Processes, Procedures, and Plansp. 51
Summaryp. 54
Discussion Topicsp. 54
Review Questionsp. 55
Assessing Process Maturityp. 57
Getting Startedp. 58
Assessing Incident Management Maturityp. 59
Level 1 (Initial): Characteristicsp. 60
Level 1 (Initial): Challenges and Transition Stepsp. 60
Level 2 (Repeatable): Characteristicsp. 62
Level 2 (Repeatable): Challenges and Transition Stepsp. 62
Level 3 (Defined): Characteristicsp. 64
Level 3 (Defined): Challenges and Transition Stepsp. 64
Level 4 (Managed): Characteristicsp. 66
Level 4 (Managed): Challenges and Transition Stepsp. 66
Level 5 (Optimizing): Characteristicsp. 69
Level 5 (Optimizing): Challenges and Transition Stepsp. 69
Summaryp. 71
Discussion Topicsp. 72
Review Questionsp. 72
Process Design and Improvement Stepsp. 73
Step 1: Determine Management's Vision and Level of Commitmentp. 75
Step 2: Establish a Project and Form a Project Teamp. 76
Step 3: Define the Process and Identify Customer Requirementsp. 82
Step 4: Document the "As Is" Process and Baseline Current Performancep. 84
Step 5: Assess Conformance to Customer Requirementsp. 86
Step 6: Benchmark Current Performancep. 87
Step 7: Design or Redesign Processp. 88
Step 8: Solicit Feedback, Fine-tune, and Finalize the Designp. 92
Step 9: Implement the New Processp. 92
Step 10: Assess Performance and Continually Improvep. 93
Summaryp. 93
Discussion Topicsp. 94
Review Questionsp. 94
Process Design and Improvement Tools and Techniquesp. 95
Process Mapsp. 95
High-level Integration Mapp. 96
Relationship Mapsp. 96
Cross-functional Mapp. 98
Flowchartsp. 99
Seven Basic Tools of Qualityp. 102
Cause-and-Effect Diagramsp. 102
Check Sheetsp. 103
Control Chartsp. 104
Histogramsp. 105
Pareto Chartsp. 107
Scatter Diagramsp. 108
Miscellaneous Tools and Techniquesp. 109
Producing a Business Casep. 109
Calculating Return on Investmentp. 111
Creating a RACI Matrixp. 113
Summaryp. 115
Discussion Topicsp. 116
Review Questionsp. 116
Producing Meaningful Metricsp. 117
Producing Meaningful Metrics: Common Practicep. 119
Producing Meaningful Metrics: Best Practicep. 120
Implementing a Metrics Programp. 121
Using Metrics to Achieve Business and Process Improvement Goalsp. 122
Automatically Monitoring Metrics and Publishing Reportsp. 125
The Role of Service Level Managementp. 126
Keys to a Successful Metrics Programp. 127
Summaryp. 130
Discussion Topicsp. 131
Review Questionsp. 131
Managing Organizational Changep. 133
Change Preparationp. 136
Step 1: Create a Vision and Promote Awarenessp. 136
Step 2: Identify and Empower Change Agentsp. 137
Step 3: Create a Communication Planp. 138
Motivationp. 139
Step 4: Create an Incentive Planp. 140
Education and Trainingp. 140
Step 5: Create an Education and Training Planp. 140
Summaryp. 143
Discussion Topicsp. 144
Review Questionsp. 144
IT Service Management Technologiesp. 147
Evaluating and Selecting Technologiesp. 148
Define Your Goalsp. 148
Define Your Technology Requirementsp. 149
Weight Your Technology Requirementsp. 150
Identify Candidate Vendorsp. 150
Evaluate the Candidatesp. 151
Evaluate the Finalistsp. 154
Make a Final Decisionp. 155
Planning and Managing a Successful Implementationp. 156
Summaryp. 156
Discussion Topicsp. 157
Review Questionsp. 157
Sample Process Definition Documentp. 159
Sample Document Control Sheetp. 183
Sample High-level Implementation Planp. 185
Sample Key Performance Indicatorsp. 197
Sample Communication Planp. 201
Sample Training Planp. 203
Additional Sources of Informationp. 207
Glossaryp. 211
Indexp. 225
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