This book provides a strategic framework for ITSM implementation, focusing on structured planning, role definition, process standardization, and ongoing performance assessments. With each chapter focusing on a critical aspect of ITSM, readers will gain the tools and knowledge needed to optimize service management practices and achieve long-term success. By the end of the book, IT leaders will understand how to build a robust ITSM program that aligns with business goals and drives continuous improvement.

The book begins by setting the stage for ITSM implementation, helping readers assess the current state of services and plan their next steps. As the journey progresses, the book delves deeper into organizational changes, process development, and defining roles, ensuring that all stakeholders are aligned with the ITSM strategy.

In the final chapters, the book focuses on deployment, continual improvement, and the importance of using metrics such as the balanced scorecard to ensure the ITSM framework is sustainable and continuously evolving. Readers will also learn how to handle operational sustainment and improve service delivery over time.

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Spis treści

Ten Steps to ITSM Success. A Practitioner's Guide to Enterprise IT Transformation eBook -- spis treści

• 1. Setting the Stage
• 2. Inventory the Current Service Offering
• 3. Validate the Current Service Model
• 4. Establish an ITSM Steering Committee
• 5. Define the Ideal Target State
• 6. Create the IT Strategic and Tactical Plans
• 7. Define Organizational Roles and Responsibilities
• 8. Standardized Development Approach
• 9. Strategy and Planning
• 10. Logical and Physical Design
• 11. Build and Test
• 12. Conduct Service and Process Health Assessment
• 13. Analysis and Deployment
• 14. Operation and Sustainment
• 15. Balanced Scorecard and Continual Improvement
• 16. Putting it all Together