| Description |
1 online resource (xv, 183 pages) : illustrations |
| Series |
Emerald points |
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Emerald points.
|
| 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 |
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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 |
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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 |
| Summary |
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 of business maturity. In this exciting new take on ITSM, leading expert Beverly Weed-Schertzer positions ITSM at the heart of company strategy to build a layered operating model. Delivering ITSM for Business Maturity: A Practical Framework helps business leaders and corporate thinkers navigate their way to a successful and high performing ITSM model. Using an original combination of yoga science and service management principles, Weed-Schertzer offers business professionals a way of taking back control of their ITSM program, and helps with innovation for those starting a new one. For anyone in the information technologies profession, or for managers of IT professionals, this book is an unmissable guide to creating a strong, forward-thinking foundation for ITSM processes |
| Notes |
Includes index |
|
Print version record |
| Subject |
Information technology -- Management.
|
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Business strategy.
|
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BUSINESS & ECONOMICS -- Industrial Management.
|
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BUSINESS & ECONOMICS -- Management.
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BUSINESS & ECONOMICS -- Management Science.
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BUSINESS & ECONOMICS -- Organizational Behavior.
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Information technology -- Management
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| Form |
Electronic book
|
| ISBN |
9781789732511 |
|
1789732514 |
|
9781789732535 |
|
1789732530 |
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