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Servicing ITIL: A Handbook of IT Services for ITIL Managers and Practitioners

by Randy A. Steinberg

238 pages; quality trade paperback (softcover); catalogue #07-1642; ISBN 1-4251-4032-7; US$24.95, C$28.69, EUR19.45, £12.90

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!

About the Book

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.

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.

Excerpts