Better service management from integrated best practice
As ITIL® becomes more popular as a framework for IT Service Management (ITSM), a number of organisations have realised that this approach is not always enough on its own. Many are already working towards compliance with ISO/IEC 20000 – the International Standard for IT Service Management, or applying the COBIT®5, framework. Until now, there has been little guidance on how to merge these approaches to produce a robust enterprise philosophy for service delivery.
Practical guidance for merging COBIT®5, ISO/IEC 20000 and ITIL
Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management presents a holistic view of service management and provides a unique mapping to assist service management practitioners in their information gathering. It is a practical book with packed with instructive illustrations and helpful tables, enabling service managers to immediately adapt and deploy the guidance and quickly improve their ITSM function. Through mini case studies, the authors apply their unique Five Anchor Approach to demonstrate how the improvement aspects of COBIT®5, ISO/IEC 20000 and ITIL can help identify and deal with common problems faced by today’s organisations.
1. Why This Book;
2. COBIT, ISO/IEC 20000 and ITIL;
3. The Five Anchors;
4. Caselet #1 - Governance;
5. Caselet #2 - Resource Optimization;
6. Caselet #3 - Risk Management;
7. Caselet #4 - Achieve Business Outcomes;
8. Caselet #5 - Compliance and Improvement;
Appendix - The Map.
About the Authors
Dr Suzanne D. Van Hove is the founder and CEO of SED-IT. A prior Board member of itSMF USA and recipient of the Industry Knowledge Award as well as Lifetime Achievement, she is an advocate for professionalism within Service Management.
Mark Thomas is the founder and President of Escoute, LLC, an IT Governance consultant as well as the previous President of the itSMF USA Kansas City LIG and COBIT® SIG. As a well-known ITIL and COBIT® expert with over 20 years of professional experience, Mark’s background spans leadership roles from datacenter CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams and managed enterprise applications implementations across multiple industries.
A practical book packed with instructive illustrations; buy this guide and start improving your ITSM function.
This product is accredited by AXELOS, the licensors of official ITIL products.
ITIL is a Registered Trade Mark of AXELOS Limited.
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