Implementing ITSM

From Silos to Services: Transforming the IT Organization to an IT Service Management Valued Partner

by Randy A. Steinberg



Book Details

Language : English
Publication Date : 5/9/2014

Format : Softcover
Dimensions : 8.25x11
Page Count : 458
ISBN : 9781490719580
Format : E-Book
Dimensions : N/A
Page Count : 458
ISBN : 9781490735122

About the Book

The traditional IT operating model of delivering IT to the business in the form of bundled capabilities and assets is now wearing thin in an age of cloud computing, on-demand services, virtualization, mobile devices, outsourcing and rapidly changing business delivery strategies. The role of IT is rapidly changing from a primary focus on engineering to a primary focus on service integration. How might an IT organization effect this transformation? 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. Learn how to define and build a comprehensive IT service management solution that incorporates process, technology, organization, and governance activities. Discover practical tips and step-by-step approaches for defining your IT Service Management Vision, building your processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements, and building your transformation program. Organizations that have already undertaken a transformation to IT service management are finding game-changing results positively received by both business executives and customers of their IT services. Using this book, start your transformation today!

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 governments, 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.