Ten Steps to ITSM Success: A Practitioner's Guide to Enterprise IT Transformation

by Angelo Esposito, Timothy Rogers, Peter Silverleaf (Narrated by)

Overview

As organizations seek to boost revenue, cut costs and increase efficiency, they increasingly look to IT as a strategic partner in achieving these objectives. Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is written for ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations. This book is a co-publication with itSMF USA and is the second book in the Thought Leadership Series

Product Details

ISBN-13:	9781849284585
Publisher:	IT Governance Publishing
Publication date:	02/07/2013
Series:	Thought Leadership
Sold by:	Barnes & Noble
Format:	eBook
Pages:	255
File size:	3 MB

About the Author

Angelo Esposito is a program manager with Jacobs Technology, and is currently advising the US Navy on its enterprise ITSM transformation. Angelo is a former CIO with over 25 years' experience gained in a variety of sectors including commercial, non-profit and government.

Timothy Rogers is a consultant specialising in service management, governance and continual improvement. Timothy is a former CTO with over 15 years' experience working with high-tech start-ups, financial services firms and large government clients.

Angelo Esposito, Program Manager with Jacobs Technology, is currently advising the US Navy on its Enterprise ITSM Transformation effort. A former Chief Information Officer (CIO) with more than 25 years of experience, he has worked in commercial, non-profit and government sectors. Mr Esposito holds a degree from the University of Massachusetts, Boston, and certifications in ITIL^®, Information Systems Auditing, Information Security Management, and the Governance of Enterprise IT.

In addition to the United States, Mr Esposito has lived and worked in England, Luxembourg and Canada. His hobbies include competing as a triathlete and participating as a Century bike rider for charitable causes. Mr Esposito currently resides in Washington, DC, USA.

Timothy Rogers is a consultant specializing in service management, governance and continual improvement. Timothy is a former CTO with over 15 years' experience working with high-tech start-ups, financial services firms and large government clients.

Table of Contents

1: Setting the Stage

2: Inventory the Current Service Offering

3: Validate the Current Service Model

4: Establish an ITSM Steering Committee

5: Define the Ideal Target State

6: Create the IT Strategic and Tactical Plans

7: Define the Organizational Roles and Responsibilities

8: Standardized Development Approach

9: Strategy and Planning

10: Logical and Physical Design

11: Build and Test

12: Conduct Service and Process Health Assessments

13: Analysis and Deployment

14: Operation and Sustainment

15: Balanced Scorecard and Continual Improvement

16: Putting it all Together