How do you implement ITIL? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the activities and steps to show results quickly. In this book you will learn about: Defining and building a comprehensive implementation approach that incorporates process, technology, organization and governance activities; Practical tips and step-by-step approaches for defining your Service Management Vision, building your processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements and building your implementation program; What areas should be addressed as part of a proper assessment approach and how to focus assessment efforts to gain the maximum results from 3rd party consultants; How to best organize your program work plans; What key Work Products need to be produced by each step in your program; Different options for transitioning your Service Management solutions and building an appropriate IT Service Management Organization. In addition, this book is chock full of reference charts where you can easily find things such as Service Management Organizational Role descriptions, input and output dependencies for every ITIL process and function, work products that should be produced by each process, key tooling functions and more. This is a comprehensive guide for building your IT Service Management program with all the information you need in one place.
Randy is the National Specialist Leader for Deloitte's ITIL and IT Service Management competency practice. He has over 25 years of extensive hands-on IT Service Management and operations experience gained from many clients around the world. He is the co-author of an ITSM methodology and operational framework formerly used by a major Big 4 consulting firm worldwide. He was an early ITIL champion and served a stint as Global Head of Service Management for a worldwide media company with 176 operating centers around the globe. Randy is also the author of several popular ITIL books: Implementing ITIL, Measuring ITIL, Servicing ITIL and Architecting ITIL. He has also been a frequent speaker around the US for a number of national organizations that focus on IT Service Management.
His background includes all facets of IT service management for operations, applications, supporting technologies and organizational solutions. He holds an ITIL V3 Expert and ITIL V2 Service Manager designation and is also Practitioner and ISO20000 Consultant certified. He is also a certified Project Management Professional (PMP) and has an advanced Graduate Certificate in Process Management. Randy has implemented IT solutions for one client that went on to win a Malcolm Baldrige award for the quality of their IT services. His ITIL implementation experiences span the globe in terms of the clients he has served. He was also an official reviewer for the ITIL Version 3 Service Transition Book.
