The ITSM Iron Triangle: Incidents, Changes and Problems

  • 2h 40m
  • Daniel McLean
  • IT Governance
  • 2012

This innovative work of fiction demonstrates how ITIL best practice can ensure the success of your IT process implementation projects. It is based on real-life, up-to-date situations and offers vital strategies to implement the most important aspects of ITIL into your business and to tailor them to your organization s particular needs. You will understand: - your colleagues and how to obtain their commitment to your objective - how to communicate your goals in a way that will enthuse others - how to build your own credibility - some of the pitfalls to avoid when dealing with leadership, peers and subordinates - how to encourage others across the organization to take ownership of aspects of the process - the difference between knowledge and solutions - who your clients are and how to ensure they are happy - the importance of communicating the Why, as well as the What and the How - the importance of measuring and communicating your successes!

About the Author

Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organization. Daniel has developed and delivered customized ITIL courseware to a number of organizations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.

In this Book

  • The ITSM Iron Triangle—Incidents, Changes and Problems—Stories in Transforming ITIL Best Practice into Operational Success
  • Preface
  • Introduction
  • Change in Assignment
  • Into the Fire
  • Turning Up the Heat
  • Searching For the Right Place to Start
  • Investigating the Wetware
  • Managing Service Outages
  • Time to Refocus
  • The Five Questions
  • What Is That Light At The End Of The Tunnel?
  • Not Everyone Likes Answers
  • Why Service Outages Are Like Dandelions
  • When No One Is Around
  • The Right Thing the Wrong Way
  • Going Through Them Changes
  • Some Fingers Point and Some Hands Clap
  • What Have You Done For Me Today?
  • ITG Resources


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