Ten Steps to ITSM Success: Practitioner's Guide to Enterprise IT Transformation

  • 3h 8m
  • Angelo Esposito, Timothy Rogers
  • IT Governance
  • 2013

A wealth of material has been written to describe the underlying mechanics of ITSM, but very little practical advice is available on how to implement ITSM best practices to achieve an organization's business objectives. The official ITIL® volumes explain what service management is, how the processes work and fit together, and why IT shops should adopt the practice, but they are notoriously vague on how to design and implement an ITSM model in a real organization.

This challenge is best understood by those with experience of transforming ineffective and expensive IT, yet most ITSM guides are authored from a purely academic standpoint. From the classroom to the real world. This book provides guidance on implementing ITSM Best Practices in an organization based on the authors' real-world experiences. Advice is delivered through a Ten-Step approach, with each step building upon the successes of its predecessors. Subjects covered include

  • Documenting objectives, identifying current and future demands, analyzing service financials.
  • High-level design, negotiating development priorities, creating an execution plan and roadmap, agreeing roles and responsibilities.
  • Detailed design, building, testing, deploying.
  • Monitoring and continual improvement.

Each step includes summary lists of key questions to ask and specific actions to take, and a useful business case template is included as an appendix. A practical guide to ITSM Improvement As organizations seek to boost revenue, cut costs and increase efficiency, they increasingly look to IT as a strategic partner in achieving these objectives. Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is aimed at ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations. A structured yet flexible method for achieving ITSM success!

About the Authors

Angelo Esposito is a Program Manager with Jacobs Technology, and is currently advising the US Navy on its Enterprise ITSM transformation. Angelo is a former CIO with over 25 years' experience gained in a variety of sectors including commercial, non-profit and government.

Timothy Rogers is a consultant specializing in service management, governance and continual improvement. Timothy is a former CTO with over 15 years' experience working with high-tech start-ups, financial services firms and large government clients.

In this Book

  • Ten Steps to ITSM Success—A Practitioner’s Guide to Enterprise IT Transformation
  • Foreword
  • Preface
  • Introduction
  • Setting the Stage
  • Inventory the Current Service Offering
  • Validate the Current Service Model
  • Establish an ITSM Steering Committee
  • Define the Ideal Target State
  • Create the It Strategic and Tactical Plans
  • Define Organizational Roles and Responsibilities
  • Standardized Development Approach
  • Strategy and Planning
  • Logical and Physical Design
  • Build and Test
  • Conduct Service and Process Health Assessment
  • Analysis and Deployment
  • Operation and Sustainment
  • Balanced Scorecard and Continual Improvement
  • Putting It All Together
  • Business Plan Template
  • References
  • ITG Resources