• Business & Economics

Application Management

Author: Office of Government Commerce
Publisher: The Stationery Office
ISBN: 9780113308668
Category: Business & Economics
Page: 158
View: 532
This book is part of the IT Infrastructure Library (ITIL) series of guides to IT service management, and contains best practice on the planning, delivery and management of quality IT services drawn from the private sector. It covers the software development life cycle and provides details on business change with the emphasis on clear requirement definitions and implementation to meet business users' needs. The best practices given are consistent with BSI 15000 standard for IT service management and ISO 9000 quality standard. This publication is also available in CD-ROM format (ISBN 011330904X).

    • Education

The ITIL Process Manual

Author: James Persse
Publisher: Van Haren
ISBN: 9087536518
Category: Education
Page: 374
View: 9998
This practical guide is a great solution to address the key problem how to implement ITIL and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which are not required for many organisations. Each chapter has the following structure:Improvement activities Process inputs and outputs Related processesTools and techniques Key Performance Indicators Critical Success FactorsProcess Improvement roles Benefits of effective Process Implementation challenges and considerationsTypical assets and artefacts of an Improvement program

    • Business & Economics

Foundations of IT service management

based on ITIL
Author: itSMF - the IT Service Management Forum
Publisher: Van Haren Publishing
ISBN: 9077212582
Category: Business & Economics
Page: 233
View: 3602
This introduction to IT Service Management is intended to serve as: a thorough and convenient introduction to the field of IT Service Management and the core books in the IT Infrastructure Library (ITIL); and a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management. It contains a wealth of practical knowledge collected by the editorial board that makes and raises questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.

    • Education

Microsoft Operations Framework 4.0

Author: Paul Leenards,David Pultorak,Clare Henry
Publisher: Van Haren
ISBN: 9087532865
Category: Education
Page: 182
View: 2704
Microsoft® Operations Framework - A Pocket Guide Microsoft® Operations Framework (MOF) 4.0 was delivered in 2008 and delivers practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services. It encompasses the entire IT lifecycle by integrating: Community-generated processes for planning, delivering, operating, and managing IT Governance, risk, and compliance activities Management reviews Microsoft Solutions Framework (MSF) best practices The goal of MOF is to provide guidance to IT organizations to help them create, operate, and support IT services while ensuring that the investment in IT delivers expected business value at an acceptable level of risk. MOF’s purpose is to create an environment where business and IT can work together toward operational maturity, using a proactive model that defines processes and standard procedures to gain efficiency and effectiveness. MOF promotes a logical approach to decision-making and communication and to the planning, deployment, and support of IT services.

    • Computers

Engineering and Management of IT-based Service Systems

An Intelligent Decision-Making Support Systems Approach
Author: Manuel Mora,Jorge Marx Gómez,Leonardo Garrido,Francisco Cervantes Pérez
Publisher: Springer Science & Business Media
ISBN: 3642399282
Category: Computers
Page: 232
View: 9152
Intelligent Decision-Making Support Systems (i-DMSS) are specialized IT-based systems that support some or several phases of the individual, team, organizational or inter-organizational decision making process by deploying some or several intelligent mechanisms. This book pursues the following academic aims: (i) generate a compendium of quality theoretical and applied contributions in Intelligent Decision-Making Support Systems (i-DMSS) for engineering and management IT-based service systems (ITSS); (ii) diffuse scarce knowledge about foundations, architectures and effective and efficient methods and strategies for successfully planning, designing, building, operating, and evaluating i-DMSS for ITSS, and (iii) create an awareness of, and a bridge between ITSS and i-DMSS academicians and practitioners in the current complex and dynamic engineering and management ITSS organizational. The book presents a collection of 11 chapters referring to relevant topics for both IT service systems and i-DMSS including: problems of selection of IT service providers, optimization of supply chain systems, IT governance decisions, clinical decision support, dynamic user-interface adaptation, re-engineering of processes, and generic decision problems. Advanced IT technologies used in some chapters are: fuzzy multi-criteria mechanisms, semantic processing, data mining processing, and rough sets. Other chapters report traditional DSS mechanisms but used or suggested to be used in innovative mode for IT service engineering and management tasks.

    • Education

IT Service Management Based on ITIL® 2011 Edition

Author: Pierre Bernard
Publisher: Van Haren
ISBN: 9401805571
Category: Education
Page: 348
View: 9079
For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material.In the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations.This revised edition is based on ITIL 2011 Edition. It is written in the same concise way as the previous editions and covering all the facts. Readers will find that this title succinctly covers the key aspects of ITIL 2011 Edition. It is endorsed by AXELOS, the official ITIL Accreditor.The ITIL Lifecycle is fully covered. In addition there is much attention to the 26 IT Service Management processes and 4 Functions. These are described in detail. This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations.This title covers the following: Introduction to the Service Lifecycle Lifecycle phase: Service Strategy Lifecycle phase: Service Design Lifecycle phase: Service Transition Lifecycle phase: Service Operation Lifecycle phase: Continual Service ImprovementNew, compared with the previous edition on ITIL V3, are the processes for Strategy Management and Business Relationship Management. Also the other new and revised concepts of ITIL are covered in this book. Well written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management. Kevin Holland, Service Management Specialist, NHS Pierre has produced an extremely useful summary of the current version of ITIL. This will be an invaluable day to day reference for all practitioners. Claire Agutter, ITIL Training Zone

    • Business & Economics

Introduction to ITIL

Author: N.A
Publisher: The Stationery Office
ISBN: 9780113309733
Category: Business & Economics
Page: 242
View: 4627
This publication covers all aspects of the Information Technology Infrastructure Library (ITIL) systematic approach to IT service management, based on best practice standards drawn from the IT service industry. It covers a broad range of service support and delivery issues relating to quality and organisational aspects, policy and process management, managing change, service desk issues and service level management, financial management for IT services, capacity and continuity management, and information security issues.

    • Business & Economics

Strategies for Information Technology Governance

Author: Wim Van Grembergen
Publisher: IGI Global
ISBN: 1591401410
Category: Business & Economics
Page: 390
View: 8033
The advent of the Information Society is marked by the explosive penetration of information technologies in all aspects of life and by a related fundamental transformation in every form of the organization. Researchers, business people and policy makers have recognized the importance of addressing technological, economic and social impacts in conjunction. For example, the rise and fall of the dot-com hype depended a lot on the strength of the business model, on the technological capabilities available to firms and on the readiness of the society and economy at large sustain a new breed of business activity. However, it is notoriously difficult to examine the cross-impacts of social, economic and technological aspects of the Information Society. This kind of work requires multidisciplinary work and collaboration on a wide range of skills. Social and Economic Transformation in the Digital Era addresses this challenge by assembling the latest thinking of leading researchers and policy makers. The book covers all key subject areas of the Information Society an presents innovative business models, case studies, normative theories and social explanations

    • Business & Economics

IT (Information Technology) Portfolio Management Step-by-Step

Unlocking the Business Value of Technology
Author: Bryan Maizlish,Robert Handler
Publisher: John Wiley & Sons
ISBN: 1118005058
Category: Business & Economics
Page: 400
View: 2644
Praise for IT Portfolio Management Step-by-Step "Bryan Maizlish and Robert Handler bring their deep experience in IT 'value realization' to one of the most absent of all IT management practices--portfolio management. They capture the essence of universally proven investment practices and apply them to the most difficult of challenges--returning high strategic and dollar payoffs from an enterprise's IT department. The reader will find many new and rewarding insights to making their IT investments finally return market leading results." --John C. Reece, Chairman and CEO, John C. Reece & Associates, LLC Former deputy commissioner for modernization and CIO of the IRS "IT Portfolio Management describes in great detail the critical aspects, know-how, practical examples, key insights, and best practices to improve operational efficiency, corporate agility, and business competitiveness. It eloquently illustrates the methods of building and integrating a portfolio of IT investments to ensure the realization of maximum value and benefit, and to fully leverage the value of all IT assets. Whether you are getting started or building on your initial success in IT portfolio management, this book will provide you information on how to build and implement an effective IT portfolio management strategy." --David Mitchell, President and CEO, webMethods, Inc. "I found IT Portfolio Management very easy to read, and it highlights many of the seminal aspects and best practices from financial portfolio management. It is an important book for executive, business, and IT managers." --Michael J. Montgomery, President, Montgomery & Co. "IT Portfolio Management details a comprehensive framework and process showing how to align business and IT for superior value. Maizlish and Handler have the depth of experience, knowledge, and insight needed to tackle the challenges and opportunities companies face in optimizing their IT investment portfolios. This is an exceptionally important book for executive leadership and IT business managers, especially those wanting to build a process-managed enterprise." --Peter Fingar, Executive Partner Greystone Group, coauthor of The Real-Time Enterprise and Business Process Management (BPM): The Third Wave "A must-read for the non-IT manager who needs to understand the complexity and challenges of managing an IT portfolio. The portfolio management techniques, analysis tools, and planning can be applied to any project or function." --Richard "Max" Maksimoski, Senior Director R&D, The Scotts Company "This book provides an excellent framework and real-world based approach for implementing IT portfolio management. It is a must-read for every CIO staff considering how to strategically and operationally impact their company's bottom line." --Donavan R. Hardenbrook, New Product Development Professional, Intel Corporation

    • Education

Six Sigma for IT Management - A Pocket Guide

Author: Sven den Boer
Publisher: Van Haren
ISBN: 9087530293
Category: Education
Page: 166
View: 6574
Six Sigma provides a quantitive methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes. The production of a product, be it a tangible product like a car or a more abstract product like a service, consists of a series of processes. All processes consist of a series of steps, events, or activities. Six Sigma measures every step of the process by breaking apart the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links, and then upgrading the capability of the process. It is only by taking these steps that a business can raise the ‘high-water mark’ of its performance. IT is now a fundamental part of business and business processes; this book demonstrates how IT can be made to work as an enabler to better business processes, and how the Six Sigma approach can be used to provide a consistent framework for measuring process outcomes. ITIL defines the ‘what’ of Service Management; Six Sigma defines the ‘how’ of process improvement; together they are a perfect fit of improving the quality of IT service delivery and support. The Six Sigma approach also provides measures of process outcomes, and prescribes a consistent approach in how to use these metrics. This Pocket guide, provides a coherent view and guidance for using the Six Sigma approach successfully in IT service organisations. It particularly aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organizations.


Practical IT Service Management

A concise guide for busy executives
Author: Thejendra BS
Publisher: IT Governance Publishing
ISBN: 1849285470
Page: 279
View: 1618
A beginner’s book explaining the basics of ITIL and its implementation and interpretation in an easy, selfstudy approach

    • Education

Capacity Management - A Practitioner Guide

Author: Adam Grummit
Publisher: Van Haren
ISBN: 9087535198
Category: Education
Page: 234
View: 9904
Capacity Management is described in most key ITSM frameworks: ITIL, ISO 20000 Microsoft Operations Framework (MOF) and the Application Service Library (ASL) all note the importance of Capacity Management. This major title meets the need for an in-depth practical guide to this critical process. Written and reviewed by some of the world’s most respected experts in this field it shows how Capacity Management best practice can support provision of a consistent, acceptable service level at a known and controlled cost. Practical advice covers the essential control of two balances: Supply versus demand and resources versus cost. In times of mean, frugal economic measures, it is essential to focus on those practices that are effective and yield practical results. In enlightened times of sustainability, it is also a requirement to find solutions that satisfy the criteria for 'greenness'. This excellent title shows how Capacity Management works not only within an IT environment but also why it is pivotal in meeting high profile business demands. Aligns with ISO/IEC 20000 and ITIL® ­ISO/IEC lists a set of required capacity management deliverables ­ITIL outlines what should be done in capacity management ­this book starts to describe how to do it Covers details of what capacity management is all about: ­what is capacity management ­why do it – benefits and cost-benefit analysis ­how to do it – data-flows and activities ­who does it – roles and perspectives ­implementation, maintenance, improvement, tools Provides comprehensive templates and checklists: ­objectives, interfaces and data-flows, sub-practices and activities ­metrics, application sizing parameters, data for modelling ­deliverables, reports, CMMI levels, KPIs, risk matrix ­sample capacity plan

    • Business & Economics

Managing IT Outsourcing, Second Edition

Author: Erik Beulen,Pieter Ribbers,Jan Roos
Publisher: Routledge
ISBN: 1136851968
Category: Business & Economics
Page: 336
View: 9278
This newly revised edition of Managing IT Outsourcing presents the latest theory, research and practice in this fast-changing field to explore how information outsourcing partnerships can be managed successfully.

    • Education

Foundations of ITIL®

Author: Jan van Bon,Annelies van der Veen
Publisher: Van Haren
ISBN: 9087530579
Category: Education
Page: 382
View: 3562
Foundations of ITIL and its predecessors have become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of ITIL has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following:

    • Business & Economics

Managing the IT Services Process

Author: Noel Bruton
Publisher: Routledge
ISBN: 1136381694
Category: Business & Economics
Page: 256
View: 3438
Managing the IT Service Process is the first book of its kind to recognize the truth of IT Service delivery. It takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk. In the last 5 years there has been a major structural shift in the IT industry with the traditional position of Helpdesk Manager being replaced by a new function of IT Services Manager. The industry is now concentrating on the formulation of an end-to-end service process that replaces the previous norm of several disparate and non-integrated sections in an IT department such as the helpdesk, applications maintenance, operations, development procurement and systems management. Managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated service. Managing the IT Services Process is an instructional manual written by an acknowledged industry expert and includes techniques, charts, methods, case studies and anecdotes to support the text. The author encourages the reader to formulate an end-to-end IT service process by using a step by step approach. The text describes and encourages integration in IT and therefore will be useful for managers involved in the unified process.

    • Business & Economics

ITIL For Dummies

Author: Peter Farenden
Publisher: John Wiley & Sons
ISBN: 1119950139
Category: Business & Economics
Page: 370
View: 2927
Annotation An easy-to-understand introduction to using best practice techniques within IT service management, 'ITIL for Dummies' provides an easy-to-understand introduction to using best practice guidance within IT service management.

    • Business & Economics

How to Manage the IT Help Desk

Author: Noel Bruton
Publisher: Routledge
ISBN: 1136016732
Category: Business & Economics
Page: 372
View: 3754
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk

    • Management

Best Practice Handbook

Author: Tom Brown
Publisher: A & C Black
ISBN: 9780747562375
Category: Management
Page: 728
View: 1239
An essential guide to best management practice

    • Medical

Engineering a Learning Healthcare System:

A Look at the Future: Workshop Summary
Author: Institute of Medicine,National Academy of Engineering
Publisher: National Academies Press
ISBN: 0309120640
Category: Medical
Page: 340
View: 7988
Improving our nation's healthcare system is a challenge which, because of its scale and complexity, requires a creative approach and input from many different fields of expertise. Lessons from engineering have the potential to improve both the efficiency and quality of healthcare delivery. The fundamental notion of a high-performing healthcare system--one that increasingly is more effective, more efficient, safer, and higher quality--is rooted in continuous improvement principles that medicine shares with engineering. As part of its Learning Health System series of workshops, the Institute of Medicine's Roundtable on Value and Science-Driven Health Care and the National Academy of Engineering, hosted a workshop on lessons from systems and operations engineering that could be applied to health care. Building on previous work done in this area the workshop convened leading engineering practitioners, health professionals, and scholars to explore how the field might learn from and apply systems engineering principles in the design of a learning healthcare system. Engineering a Learning Healthcare System: A Look at the Future: Workshop Summary focuses on current major healthcare system challenges and what the field of engineering has to offer in the redesign of the system toward a learning healthcare system.