Product Description

How do you implement ITIL? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the activities and steps to show results quickly. In this book you will learn about: Defining and building a comprehensive implementation approach that incorporates process, technology, organization and governance activities; Practical tips and step-by-step approaches for defining your Service Management Vision, building your processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements and building your implementation program; What areas should be addressed as part of a proper assessment approach and how to focus assessment efforts to gain the maximum results from 3rd party consultants; How to best organize your program work plans; What key Work Products need to be produced by each step in your program; Different options for transitioning your Service Management solutions and building an appropriate IT Service Management Organization. In addition, this book is chock full of reference charts where you can easily find things such as Service Management Organizational Role descriptions, input and output dependencies for every ITIL process and function, work products that should be produced by each process, key tooling functions and more. This is a comprehensive guide for building your IT Service Management program with all the information you need in one place.

Product Details

• Amazon Sales Rank: #255417 in Books
• Published on: 2005-10-01
• Original language: English
• Binding: Paperback
• 489 pages

Review
"This is the book we've been waiting for! We will use this in our program planning! Valuable, informative - Great!" -- itSMF National Conference 2005

About the Author
Randy A. Steinberg has over 25 years' experience implementing and managing IT infrastructures and service management solutions at numerous companies around the world. His past roles include a stint as Global Head of Service Management for Reuters, Head of Operations and Support for the Milwaukee Medical Complex and many Lead Manager roles for numerous large client infrastructure implementations for IBM and Accenture clients. Randy has been a frequent speaker at a number of itSMF meetings around the U.S. and was invited to keynote the national itSMF convention in 2004. Randy is Manager Certified in IT Service Management. He is the co-author of an ITSM methodology and operational framework that was used worldwide by Andersen Consulting. One of his IT Service Management clients received a Malcolm Baldridge award for the quality of their IT services. Randy is currently a senior consultant at Covestic where he leads large scale ITSM efforts for their clients. Feel free to contact Randy about any ITSM-related concerns, issues or recommended changes and additions to this book. They are always welcome. Randy can be reached at RandyASteinberg@aol.com.

Customer Reviews

Big project oriented book
If your company is bringing in a room full of consultants to do a big bang conversion to ITIL this may be the book for you. If your company is more like mine where everyone is trying to move toward ITIL while doing their regular job this will not be much help. There is no index. There are many short lists of things to do and resources and planning guides. They are all general purpose. The book is not organized to match the ITIL areas. You cannot just go to a chapter on service catalogs and get help with creating one. Chapters include Adapting to an ITSM Culture, ITSM Visioning Work Stage, ITSM Assessment Work Stage, ITSM Planning Work Stage, ITSM Process Overviews, ITSM Organization Roles, etc. This book is more about project management instead of specific how-to hints for creating real world ITIL compliant policies and procedures.

Directly Addresses The Sticky Implementation Effort!
Great reading! As a board member for a local itSMF LIG group, I found this book extrememly helpful in addressing the true implementation effort needed to gain buy-in for ITIL solutions. Many sources are available for helping you learn how to develop ITIL artifacts such as Service Catalogs, RFCs, etc, but the real challenge is in getting people to actually use those solutions. The practical tips and guidelines for moving your organization forward with an ITIL solution are very useful!

An ITSM Program playbook - Not another guide to the ITIL processes.
Implementing ITSM via new or modified practices? Start here as a shortcut to planning your ITSM program's activities. This is a great reference for those tasked with implementing the changes and projects required for successful ITSM implementations. It also includes some very useful guidelines for functional requirements of ITSM oriented tools that will assist with criteria selection for acquiring or integrating tools. Illustrates a customizable model for implementation including roles, responsibilities, activities, tasks, WBS, checklists, templates and metrics. Don't be expecting a breakthrough book on ITIL process theory - this is all about the Program Office perspective that is missing in most ITIL books and often not fully understood until after the pain begins. If you seek an academic review on ITIL processes you will be disappointed and miss the true value of this reference. If you already have a mature Program Management office overseeing your ITSM implementation this guide is less critical but still valuable. Keep in mind the methodology and models presented are based on generic large scale implementations and must still be customized for individual needs and various scopes. This should be expected, as a one size fits all solution would never satisfy all the unique needs of the customers and their discrete business needs. Instead, consider it as a starting guide and adapt it accordingly to fill existing voids within your ITSM program structure or validate your chosen path.