Bernard The IT Service Part 1 – The Essentials

1. Auflage 2012
ISBN: 978-90-8753-917-7
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 370 Seiten

Reihe: Best Practice

Make it Simple and Keep it Simple

Since the early 2000s numerous external scenarios and drivers have added significant pressures upon the IT organisations. Among many, these include:

Regulatory compliance: data privacy requirements and corporate scandals have focused a requirement for transparency – with high impact on IT organisations

Economic pressures: require IT organisations to more closely align with business imperatives.

The outcome has been an explosion of ‘standards’ and ‘frameworks’ each designed to support the IT organisation as it demonstrates to the world that they are the ‘rock’ of an organisation: strong, reliable, effective and efficient. Most of these standards and frameworks have great elements but no organisation can adopt them all – and many were created without sufficient considerations for interoperability.

The IT Service (in 2 parts) looks at the key and very simple goals of an IT organisation and clearly and succinctly presents to the reader the best ‘rock solid’ elements in the Industry. It then shows how all the key elements can easily ‘crystallise’ together –with great templates and check-lists.

In Part 1 (this book) the reader is presented with the simple objectives that the IT organisation really must address. The author uses his extensive expertise to present to the reader they key themes and processes that apply. In order to keep it simple the author strips down what appears to be complex standards into their basic components and demonstrates to the reader that these components are actually common sense. The author’s independence means that the reader doesn’t get one view of one or two approaches – every aspect of the IT service is considered and presented to create a unique holistic view of the basic building blocks of a ‘rock solid’ IT department. Topics included are:

Designing The Service

Management Of Risks

Transitioning The Service

Managing The Service Day-To-Day

Improvement Efforts

Upcoming Trends

N.B.: In Part 2 (another book) the reader gains expert advice on how the components of IT Service are ‘crystallised’ in a real environment.

Autoren/Hrsg.

Bernard, Pierre

Inhaltsverzeichnis

1;Colophon;5
2;Foreword;6
3;Acknowledgements;8
4;Preface;10
5;1 Introduction;20
5.1;The Island of no services;22
5.2;Now, for some concepts…;23
5.3;Does value mean quality?;26
6;2 The case study;28
6.1;Meet our case study – “THE ORGANISATION”;28
6.2;Example 2.1 – The vision, mission, goals and objectives;29
6.3;Example 2.2 – Funding the organisation’s goals and objectives;30
6.4;Example 2.3 – A message from the CEO;31
6.5;Example 2.4 – Communication;32
6.6;Example 2.5 – The issues for the IT organisation;33
6.7;Example 2.6 – Impact on the suppliers of the IT organisation;36
7;3 The strategy;38
7.1;Introduction;38
7.2;Communication;41
7.3;Generating the strategy;46
7.4;Financial management;47
7.5;About the financial management process model;61
7.6;Demand management;63
7.7;Business outcomes;71
7.8;Executives, partners and empowerment;71
7.9;Strategy and the IT organisation;78
7.10;Measuring and demonstrating the value of IT;82
7.11;The approach: project vs. change;86
7.12;What it means for our case study;94
8;4 Understanding value creation;100
8.1;Introduction;100
8.2;Best practice vs. Good practice vs. Proven practice;101
8.3;A product IT a component of a service;110
8.4;What IT means for our case study;112
9;5 Service components;118
9.1;Introduction;118
9.2;Types of services;118
9.3;Utility and warranty;123
9.4;About resources and capabilities;126
9.5;Tying utility to value, outcomes, costs and risks;131
9.6;Tying warranty to value, outcome, costs and risks;142
9.7;What this chapter means for our case study;148
10;6 Aspects of service design;154
10.1;Introduction;154
10.2;Resources and capabilities revisited;155
10.3;Five domains to consider when designing services;163
10.4;Aspects of designing a service – the service solutions;173
10.5;The service portfolio vs. The service catalogue;176
10.6;More on the service model;194
10.7;Service management tools;197
10.8;About technology architectures;206
10.9;Overall process management activities;209
10.10;Generic process model;211
10.11;Using suppliers;223
10.12;About agreements;228
10.13;What it means for our case study;232
11;7 Service examples;242
11.1;Introduction;242
11.2;Service classification;243
11.3;Practical service examples in today’s world;248
11.4;What it means for our case study;261
12;8 Management of risks;266
12.1;Introduction;266
12.2;The open group: Technical standard for managing risks;266
12.3;M_o_R: The principles of risk management;269
12.4;M_o_R: Management of risk;271
12.5;Methods and techniques used to gather risk information;272
12.6;What it means for our case study;281
13;9 Transitioning the service;288
13.1;Introduction;288
13.2;The transition approach;289
13.3;What it means for our case study;292
14;10 Managing the service day-to-day;300
14.1;Introduction;300
14.2;Fundamentals of service operation;302
14.3;Processes within service operation;302
14.4;Functions within service operation;304
15;11 Improvement efforts;306
15.1;Introduction;306
15.2;About continual improvement;307
15.3;Retiring the previous version of the service;309
15.4;What it means for our case study;310
16;12 Making the case study more real;314
16.1;Introduction;314
16.2;What it means for our case study;321
17;13 Upcoming and already ongoing trends;326
17.1;Introduction;326
17.2;Cloud computing services;327
17.3;Social media;328
17.4;Smartphones;329
17.5;Tablet technology;329
17.6;The ABC of ICT™;330
17.7;Summary;331
18;Appendices;338
18.1;A References;340
18.1.1;ITIL books;340
18.1.2;Other titles suggested by the author;340
18.2;B Some complementary frameworks, methodologies and standards;342
18.3;C Frameworks and methodologies for ITSM;344
18.4;D List of all ITIL processes and functions;346
18.5;E Summary of what ITIL is;348
18.6;F Appendix F – Architecture frameworks;350
19;List of tables;352
20;List of figures;354
21;List of examples for “the organisation”;356
22;End notes;358