Defining IT Success Through The Service Catalog: A Practical Guide, Second Edition

ISBN 10: 098108110X / ISBN 13: 9780981081106
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Synopsis: Building on the success of the first edition, this new edition is aligned with the latest, vital ITIL version 3 content. At the core of this volume is the fundamental principle that the IT Service Catalog has transformed from its role as being one output in the Service Level Management process to becoming the cornerstone deliverable items of a successful IT Service Management organization.
NEW! Service Catalog Tools chapter! The Service Catalog is the tool through which IT can define its business value by providing clear, easy-to-access services and support for all other business units striving to achieve corporate goals.
This edition gives practical guidance on how to setup and develop the structures of the Service Catalog. Readers learn how the Service Catalog plays a critical role in demonstrating real value to the consumers of IT services including:
Business Customers
Business Users
Peer IT Groups
Written by industry experts and using real case studies, this valuable text takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and provides the steps for a successful implementation within any organization.
FREE Service Catalog Templates included making this book one of the most valuable additions to your IT library.

About the Author: Troy DuMoulin:Director of Product Strategy, Pink Elephant
Troy DuMoulin is a leading ITIL and IT governance authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert Certification in IT Service Management - currently the highest ITIL certification available.
Troy has extensive experience in leading IT Service Management programs with a regional and global focus and is a frequent speaker at ITSM events. Troy is a contributing author to multiple ITSM books, including two Pink Elephant guides: Service Management Strategies That Work and Defining IT Sucess through the Service Catalog first edition.
Troy has contributed his knowledge to the official ITIL publications: Continual Service Improvement and Planning To Implement IT Service Management and has worked with the Information Systems Audit and Control Association (ISACA) on COBIT 4.0 development and alignment with ITIL.
Rodrigo Flores: Founder and Chief Technology Officer, newScale
At newScale, Rodrigo Flores founded the Service Catalog industry by introducing the first products to design, model, catalog and order IT services. newScale is today recognized as the leader and pioneer in the Service Catalog and Service Portfolio arena with over 100 Global 2000 corporations and more than 1.5 million users in daily production.
He brings 21 years of experience in software and product development to newScale. Most recently, Rodrigo co-authored the book: Defining IT Success through the Service Catalog first edition, and has led the development of formal ITIL certification for catalog practitioners.
Rodgrio is also the chairman of the Service Portfolio and Catalog Language (SPACL) initiative, whose goal is to establish the first industry standard for service portfolio interchange. He also served as Vice President of Product Management, Action Technologies. Flores holds three patents on workflow technology, co-founded the Workflow Management Coalition and was its first vice chairman. He has also participated in a number of other industry initiatives such as the Open Document Management Association.
Bill Fine: Vice President, Product Strategy, newScale
Bill Fine is responsible for product management, industry solutions and product strategy for newScale. Fine joined newScale in 2001 and served as Vice President of Professional Services until 2004, working directly with leading Fortune 500 and Global 2000 corporations to help define their service delivery strategies, implement IT Service Management processes and manage implementations of newScale software solutions.
Prior to newScale, Fine was President and Chief Operating Officer of Business Design Associates, Inc., a strategy, process design and systems integration consultancy, with operations throughout the Americas and Europe.
During his eight-year tenure, at BDA, Fine managed and participated directly in numerous large-scale consulting engagements, including service delivery projects at companies such as General Motors, Citibank and Applied Materials. In late 2000, he orchestrated the successful sale of BDA.
Bill is also a contributing author to Defining IT Success through the Service Catalog first edition.

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