The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management

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9781604270495: The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management

The Definitive Source for Certified Process Design Engineers

IT organizations increasingly recognize the need to design, redesign or reengineer, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library (ITIL), Control Objectives for IT (COBIT), Microsoft Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.

Key Features

--Details and deconstructs ITSM process components, models, and deliverables
--Includes strategies for gathering and analyzing process requirements to aid in analyzing and improving processes
--Shows how to engage process stakeholders and incorporate ITSM best practices into your organization
--Contains a methodology for developing meaningful metrics for your organization and ways to convert data into usable, actionable information
--WAV offers downloadable templates, plans, and checklists such as a sample process definition document, document control sheet, high-level implementation plan, key performance indicator checklist, and communication and training plans -- available from the Web Added Value Download Resource Center at jrosspub.com

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From the Back Cover:

IT organizations increasingly recognize the need to design, re-design or re-engineer, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library™ (ITIL®), Control Objectives for IT (COBIT®), Microsoft® Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. While other books may touch on process design methods and techniques, there is no other publication dedicated specifically to developing, re-engineering and improving ITSM processes.This guide is also the definitive reference source for the Certified Process Design Engineer (CPDE®) qualification. The CPDE qualification imparts and validates knowledge of best practices in the assessment, design, integration, implementation, and management of ITSM processes. It recognizes the value of having a qualified CPDE within an organization and has been endorsed by The APM Group (ITIL's official accreditor) as a complimentary qualification for the ITIL Qualification Scheme.

About the Author:

Donna Knapp is a Certified Process Design Engineer (CPDE) with over 25 years of experience in the IT industry. Donna holds multiple ITSM certifications including: ITIL Expert, ITIL Service Manager, and various ITIL Intermediate and Capability certifications. Donna was one of the first globally to achieve the ITIL Expert and CPDE certifications. She also holds the ISO/IEC 20000 Foundation and Consultants certifications, and the Microsoft Operations Framework (MOF) Foundation certification.

Donna serves as Curriculum Development Manager for ITSM Academy, sits on the ITIL V3 International Examination Panel, and is the author of two textbooks: A Guide to Service Desk Concepts, Third Edition and A Guide to Customer Service Skills for the Service Desk Professional, Third Edition. She is also the author of the highly successful seminar, Achieving High Customer Satisfaction: Customer Service Skills for the Service Desk Professional.

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Book Description J Ross Publishing, United States, 2010. Paperback. Book Condition: New. Language: English . Brand New Book. The Definitive Source for Certified Process Design EngineersIT organizations increasingly recognize the need to design, re-design, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library(TM) (ITIL(R)), Control Objectives for IT (COBIT(R)), Microsoft(R) Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. While other books may touch on process design methods and techniques, there is no other publication dedicated specifically to developing, re-engineering and improving ITSM processes.This guide is also the definitive reference source for the Certified Process Design Engineer (CPDE(R)) qualification. The CPDE qualification imparts and validates knowledge of best practices in the assessment, design, integration, implementation, and management of ITSM processes. It recognizes the value of having a qualified CPDE within an organization and has been endorsed by The APM Group (ITIL s official accreditor) as a complementary qualification for the ITIL Qualification Scheme.Key FeaturesFosters the understanding and integration of multiple ITSM frameworks, standards, and maturity modelsDetails and deconstructs ITSM process components, models, and deliverablesIncludes strategies for gathering and analyzing process requirements to aid in analyzing and improving processesShows how to engage process stakeholders and incorporate ITSM best practices into your organizationContains a methodology for developing meaningful metrics for your organization and ways to convert data into usable, actionable informationIncludes proven ways to manage the organizational culture change required for continual process improvement. Bookseller Inventory # AAJ9781604270495

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Book Description J Ross Publishing, United States, 2010. Paperback. Book Condition: New. Language: English . Brand New Book. The Definitive Source for Certified Process Design EngineersIT organizations increasingly recognize the need to design, re-design, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library(TM) (ITIL(R)), Control Objectives for IT (COBIT(R)), Microsoft(R) Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. While other books may touch on process design methods and techniques, there is no other publication dedicated specifically to developing, re-engineering and improving ITSM processes.This guide is also the definitive reference source for the Certified Process Design Engineer (CPDE(R)) qualification. The CPDE qualification imparts and validates knowledge of best practices in the assessment, design, integration, implementation, and management of ITSM processes. It recognizes the value of having a qualified CPDE within an organization and has been endorsed by The APM Group (ITIL s official accreditor) as a complementary qualification for the ITIL Qualification Scheme.Key FeaturesFosters the understanding and integration of multiple ITSM frameworks, standards, and maturity modelsDetails and deconstructs ITSM process components, models, and deliverablesIncludes strategies for gathering and analyzing process requirements to aid in analyzing and improving processesShows how to engage process stakeholders and incorporate ITSM best practices into your organizationContains a methodology for developing meaningful metrics for your organization and ways to convert data into usable, actionable informationIncludes proven ways to manage the organizational culture change required for continual process improvement. Bookseller Inventory # AAJ9781604270495

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