Product Description

The recent version of ITIL is architected around a Service Lifestyle - but what services does IT really deliver that belong to that lifestyle? Rather than discuss ITIL theory around Service Catalogs and Portfolios, this book gives you the actual IT service descriptions for running, operating and managing an entire IT infrastructure. It's all here - complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes and much more all packed into this one handbook! Just about every IT service is described in this book. Take what service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfoliios. All the services needed to effectively support and deliver IT services are at your fingertips with this one book.

Product Details

• Amazon Sales Rank: #181991 in Books
• Published on: 2007-09-20
• Original language: English
• Number of items: 1
• Binding: Paperback
• 254 pages

About the Author
Randy A. Steinberg has over 25 years of 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 also author of these books: Measuring ITL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives, and Implementing ITIL: Adapting Your IT Organzation to the Coming Revolution in IT Service Management.

Customer Reviews

An excellent common starting point for Service Managers and implementation teams...
As an ITSM consultant, I often enter into engagements where the service provider client is unable to answer the question "What services do you provide?" or offers varying answers depending on the perspective of each individual. As a result, consulting staff must investigate, discover, codify, present and validate the IT services often consuming high end resources that are better allocated towards the difficult tasks of implementing ITSM improvements and organizational change surrounding those services. As best practices mature in detail and the ITSM lifecycle expands with perceived complexity, the demand for external expertise is increasing while organizations also seek avenues to increase their internal capabilities. This book can assist those teams tasked with developing common service lists, attributes, definitions, catalogs and portfolios while making more cost effective use of external assistance.
Staying true to form, Randy Steinberg expands his existing ITIL publications with yet another pragmatic guide available to assist Service Managers and IT personnel implement fundamental best practices of IT service management without focusing on the theoretical and academic discussions around processes and functions widely available elsewhere. As in previous books, Randy pulls from his experiences to provide templates, guidance, shortcuts and tips relevant to any ITSM implementations by concentrating on the common elements amongst most service provider environments. If you are already schooled in the fundamentals of ITSM and applicable frameworks such as ITIL and seeking to move from theory to practice - then I highly recommend this series of books as a great starting point and core reference within your professional library.
As an ITIL advocate and realist, I further appreciate Randy's presentation style which promotes the adaptation and consideration of best practices as guidelines not mandates while addressing framework and lifecycle specifics to satisfy ITIL purists including an entire chapter mapping his general service principles to the ITIL V3 lifecycle structure. Like Randy's previous texts, this handbook is written for the "doers" rather than just the "thinkers".

Excellent Purchase!
This is an outstanding book for those of us trying to create service catalogs. It give you everything you need to build a solid foundation. I've already recommended this to several colleagues.

Good template for building your first implementation of ITIL
Very well structured foundation for developing the work breakdown structure you need to staff ITIL. Lays a good framework for designing processes to ensure all the bases are covered. I recommend this book as a good suppliment to ITIL adoptors who are laying the groundwork for their organizations.