Organizing ITSM

About the Book

Organizational change for IT people! The first book of its kind written specifically for IT service management practitioners and executives. Most IT organizational structures are falling out of date with the shifts created by the introduction of new technologies, expanding services, pace of business change, and the overall trend of lifting IT up and out of the traditional data center and into the cloud. This is about transitioning the IT organization from engineering silos providing capabilities to valued IT services that deliver business value. IT organizations embarking on IT service management must address both cultural and structural barriers in a way that involves the whole enterprise if they are going to be successful. Readers of this book will find practical guidance for transitioning to the people and culture side of IT service management. It identifies pros and cons of different IT organizational models, how to deal with resistance, building a communications plan step-by-step, training considerations, and much more.

About the Author

Randy A. Steinberg has extensive IT service management and operations experience gained from many clients around the world. He authored the ITIL 2011 Service Operation book published worldwide. Passionate about game-changing management practices within the IT industry, Randy is a hands-on IT service management expert helping IT organizations transform their IT infrastructure management strategies and operational practices to meet today’s IT challenges. Randy served in leadership roles across many government, health, financial, manufacturing, and consulting firms including a role as global head of IT service management for a worldwide media company with 176 operating centers around the globe. He implemented solutions for one company that went on to win the Malcolm Baldrige award for their IT service quality. He continually shares his expertise across the global IT community, frequently speaking and consulting with many IT technology and business organizations to improve their service delivery and operations management practices.