Architecting ITSM

About the Book

Up until now, no one has attempted to lay out the entire blueprint for architecting a complete IT service management supporting infrastructure—until this book. What are the supporting toolsets and technologies that need to support an IT service management infrastructure? What databases need to be put into place? What are all the IT service management roles and responsibilities to effectively operate this infrastructure? What kinds of IT support services does almost any IT organization deliver? Get it all here. This book lists the CI types, toolset descriptions, detailed roles and activities, and much more. Get a firm handle on the data, functions, services, processes, organization, and technologies all needed to effectively build and operate a complete IT service management infrastructure. Explore approaches for reviewing and assessing your current toolsets, data, processes, and services. See where gaps might exist. Find areas that might be missing tools or have too many tools doing similar functions. Validate IT service management roles and activities. “One can put together an entire IT service management operation just from the descriptions in this book!” “If I had to build a large IT infrastructure or data center from scratch, this book becomes my most critical reference!”

About the Author

Randy 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 has served in IT leadership roles across many large 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 won a 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.