Delivering ITSM for business maturity : a practical framework

Delivering ITSM for business maturity : a practical framework / by Beverly Weed-Schertzer.

IT Service Management (ITSM) is an imperative part of achieving business maturity. Excellence in ITSM has previously been thought of only in terms of quality, customer satisfaction, and reduced costs - or, in other words, casting ITSM as only for technical units and not as part of the larger picture...

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Bibliographic Details
Main Author: Weed-Schertzer, Beverly (Author)
Format: eBook
Language:English
Published: Bingley : Emerald Publishing, 2019
Edition:First editon.
Series:Emerald points.
Subjects:
Information technology > Management.
Business strategy.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Information technology > Management
Online Access:Click for online access
Table of Contents:
  • Intro; Contents; List of Figures and Tables; About the Author; Preface; Acknowledgments; Introduction; 1: The Authentic Service Progression (TASP); Value Visibility; Value Flow Process; The Improvement Movement; Key Steps Improvement Movement Process; The Improvement Movement Plan; The Personalities of Improvement Movement; Organize Vital Processes; Vital ITSM Processes; Vital Business Processes; Prepare Process Model; Process Design Tips; Process Design Cautions; 2: ITSM Fundamentals; ITSM
  • Turning Theory into Reality; Transforming it to a Sales Organization
  • Is The Organization Ready for ITSM?Choosing an ITSM Framework; Visualize the Future; ITSM Intention Outline; ITSM Intention Outline; A Business Case; IT and Finance; What's Next?; 3: ITSM Culture; Know Your Ecosystem; The Ecosystem Footprint; Roles in the Business Ecosystem; Users; Business Culture; Business Etiquette; Stakeholders; Suppliers; Technical Staff; ITSM is a Culture in Itself; 4: ITSM Connected; Communication Channels; ITSM Business Model; ITSM Kick Off; Why ITSM Fails; Steering in the Same Direction and Managing Different Priorities; ITSM Wellness Assessment
  • ITSM Wellness Assessment QuestionsITSM Business Maturity Metrics (I-BMM); In Summary; Appendix 1: Metrics for Vital ITSM Processes; Appendix 2: Example Job Mapping to ITSM Roles; Appendix 3: Acronyms; Appendix 4: ITSM Business Maturity Metrics (I-BMM); Index

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