Download PDF by Jenny Dugmore: A Manager's Guide to IT Service Management

By Jenny Dugmore

ISBN-10: 0580728455

ISBN-13: 9780580728457

* This booklet is meant to fulfill the necessity for a commonly used, generally dependent booklet on provider administration. * The managers' consultant presents a simple creation on how carrier administration top practices and criteria may also help a merchant to carry providers that upload worth for purchasers on the correct fee and danger. * It describes carrier administration techniques and the wider carrier administration panorama. * the purpose of this sixth variation is to considerably re-focus the fifth variation to offer a broader established photo of crucial carrier administration most sensible practices, how they relate and the way they could (or can't) be used jointly.

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Extra resources for A Manager's Guide to IT Service Management

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Resistance to change can be due to organizational culture and staff or management attitudes. g. failed attempts to adopt best practices. Managing the cause of any barriers requires leadership and clear and consistent policies, including a supportive personnel policy. Following implementation of an SMS, subsequent improvements and other changes require the same management leadership and involvement. Service providers that focus solely on implementing and performing service management processes will not obtain the benefits of the PDCA improvement cycle.

Figure 14 – Example of assessment results using COBIT This is particularly useful when service management is still only at a basic level, for example, well below the level that would fulfil the requirements of Part 1. Typically, this is where only processes such as incident and problem management are established and configuration management is missing or inadequate. Under these circumstances service improvement programmes are ad hoc and usually only attempted following a serious complaint. This can be combined with the Part 1 requirements to use as the basis of the assessment.

Internal groups: parts of the service provider’s own organization. They can contribute to any stage from design, through to withdrawal of services. Lead suppliers: suppliers responsible for managing other suppliers, referred to as subcontracted suppliers. Service requirements from the customers and interested parties also provide input into the SMS, as described in Chapter 7. Service portfolio management In ITIL, the service portfolio is the link between business requirements and the service delivered.

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A Manager's Guide to IT Service Management by Jenny Dugmore

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