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Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition

Book Description

Create a more robust service management system using the best of ITIL®, ISO/IEC 20000-1, COBIT®, and CMMI®-SVC. Although ITIL’s popularity as a framework for IT service management (ITSM) continues to increase, a number of organizations have realized that its approach is sometimes not quite enough on its own. Many are already working towards compliance with ISO/IEC 20000-1 — the international standard for ITSM — but, with the likes of COBIT 5 and CMMI-SVC to consider as well, it can be difficult to determine the best route to take. Until now, there has been little guidance on how to merge these frameworks in order to produce a robust enterprise philosophy for service delivery. Pragmatic Application of Service Management – The Five Anchor Approach provides that guidance. Product overview Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management – The Five Anchor Approach provides comprehensive guidance on creating an integrated system based on COBIT 5, ISO 20000, ITIL, and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function. It now features a short chapter on applying the ‘five anchors’ approach to integrating service management frameworks in very small enterprises (VSEs), and contains four new ‘caselets’ (short case studies). Packed with instructive illustrations, helpful tables, and the authors’ very own five anchor approach, this book is ideal for anyone considering adopting, adapting, or merging COBIT5, ISO/IEC 20000, ITIL, and CMMI-SVC. Better ITSM through integrated best practice Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management – The Five Anchors Approach presents a holistic view of service management, and provides a unique mapping to assist service management practitioners in their information gathering. Contents Why This Book COBIT, ISO/IEC 20000, ITIL and CMMI-SVC Addressing VSEs The Five Anchors Caselet #1 – Governance Caselet #2 – Resource Optimization Caselet #3 – Risk Management Caselet #4 – Achieve Business Outcomes Caselet #5 – Compliance & Improvement Caselet #6 - Strategic Alignment Caselet #7 – Security, Compliance & Risk Caselet #8 - Value-based Portfolio Caselet #9 – Strategy Choice & Market Conditions Caselet #10 – Plan & Use Resources Appendix A– The Map About the authors Dr Suzanne D. Van Hove is the founder and CEO of SED-IT, an international consortium of service management professionals. A recipient of the Industry Knowledge and Lifetime Achievement awards from itSMF USA, she is an advocate for professionalism within service management. Mark Thomas is the founder and president of consulting firm Escoute Consulting. As a well-known ITIL and COBIT expert with over 20 years of professional experience, Mark’s background spans leadership roles from data centre CIO to management to IT consulting.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Foreword
  5. About The Authors
  6. Acknowledgements
  7. Contents
  8. Introduction
  9. Chapter 1: Why This Book
    1. The Focus
    2. Strengths
    3. The Five Anchors and Caselets
  10. Chapter 2: COBIT, ISO/IEC 20000, ITIL and CMMI-SVC
    1. Overview of COBIT
    2. ISO/IEC 20000-1:2011
    3. Overview of ITIL
    4. Overview of CMMI-SVC
    5. Improvement Models
    6. Summary
  11. Chapter 3: Addressing VSEs
  12. Chapter 4: The Five Anchors
    1. The Five Anchors
    2. Structure
  13. Chapter 5: Caselet #1 - Governance
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  14. Chapter 6: Caselet #2 - Resource Optimization
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  15. Chapter 7: Caselet #3 - Risk Management
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  16. Chapter 8: Caselet #4 – Achieve Business Outcomes
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  17. Chapter 9: Caselet #5 – Compliance & Improvement
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  18. Chapter 10: Caselet #6 – Strategic Alignment
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  19. Chapter 11: Caselet #7 – Security, Compliance & Risk
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  20. Chapter 12: Caselet #8 – Value-based Portfolio
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  21. Chapter 13: Caselet #9 – Strategic Choice & Market Conditions
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  22. Chapter 14: Caselet #10 – Plan & Use Resources
    1. The Five Anchors
    2. Improvement Model Application
    3. Solution References:
  23. Appendix A: The Map
  24. ITG Resources