Service Management Process Maps (It Management Topics) [Paperback]

Nancy Hinich (Editor), John Kampman (Editor), Robert Sterbens (Editor), Peter Waterhouse (Editor), Gary West (Editor)

Book Description

ISBN-10: 9087530447 | ISBN-13: 978-9087530440 | Publication Date: June 30, 2007 | Edition: 1ST

ITIL(r) has become the de facto standard in Service Management best practice processes and the lens through which the value of IT services is viewed and measured. ITIL, with its emphasis on standardizing IT processes and building a common language, helps you better manage and optimize the cost and quality of IT services. As organizations look to implement quality Service Management processes, the same questions repeatedly arise: How do all these processes interface with each other? How do the processes work within a culture of change and evolution? How can we easily communicate our often technical vision throughout the organization? In this book, the concepts of Service Management processes are described within the structure of Continuous Improvement (The Deming Cycle of Plan-Do-Check-Act) because this is exactly what should happen in the real world. The path to Service Excellence is never static, but should be a never-ending journey that continually evolves. This title similarly describes the Service Excellence path as a journey in this case a Subway.This analogy allows a clear presentation of how the different Service Management processes interface with each other and identifies the critical stations where two or more processes come together to achieve progress without collisions . This title is unique in that it presents the difficult concepts of Service Management processes within an organizational culture of Continuous Improvement. Using a simple analogy to a concept that everyone will understand (the Subway), the benefits of constant evolution are clearly illustrated, allowing a greater appreciation of colleagues journeys and how to support them. With a Foreword by Kris K Brittain of Gartner, Inc

Product Details

• Paperback: 147 pages
• Publisher: Stationery Office; 1ST edition (June 30, 2007)
• Language: English
• ISBN-10: 9087530447
• ISBN-13: 978-9087530440
• Product Dimensions: 9.3 x 6.7 x 0.5 inches
• Shipping Weight: 12 ounces
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #4,492,766 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars The London Underground of IT Service Management, January 1, 2008

By 

Roger Purdie "Roger Purdie" (Brisbane, Australia) - See all my reviews
(REAL NAME)   

This review is from: Service Management Process Maps (It Management Topics) (Paperback)

Looking rather like a treasure map that will lead you to some long buried treasure; this is one book I would have liked to have got hold of a lot earlier.

The text presents a model of interprocess relationships based around Demings Plan-Do-Check-Act.

The book covers both Service Support and Service Delivery processes. It is a fact that the material is based on ITIL v2; however, don't let that put you off. Use the models as a basis for developing process flow diagrams for any IT Service Management discipline.

The processes are nicely color coded and each chapter is structured in a consistent manner, which makes the reading and subsequent understanding a breeze.

Add it to your professional library and then be clever enough to use it !