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Implementing ITIL: Adapting Your IT Organization to the Coming Revolution in IT Service Management

by Randy A. Steinberg

495 pages; quality trade paperback (softcover); catalogue #05-1529; ISBN 1-4120-6618-2; US$65.00, C$81.25, EUR52.81, £36.60

Learned about ITIL? Done assessments? What now? Learn plans, steps, tools, governance and organization change activities to implement IT Service Management in less than one year with a proven strategy!

Read more!

About the Book      About the Author      Excerpts      Catalogue Information

About the Book

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.

"This is the book we've been waiting for! It definitely complements much of the available ITIL literature that describes the processes, but not how you actually get them implemented!"

"We will use many of these concepts in our program planning!"

"Real, valuable, informative - Great!"

"Some great tips for implementing ITIL!"

"Very valuable information!"

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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.

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Excerpts

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Catalogue Information

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