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The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps Paperback – June 15, 2005


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Product Details

  • Paperback: 112 pages
  • Publisher: Information Technology Process Institute (June 15, 2005)
  • Language: English
  • ISBN-10: 0975568612
  • ISBN-13: 978-0975568613
  • Product Dimensions: 7.9 x 5.5 x 0.4 inches
  • Shipping Weight: 6.4 ounces (View shipping rates and policies)
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (67 customer reviews)
  • Amazon Best Sellers Rank: #33,017 in Books (See Top 100 in Books)

Editorial Reviews

Review

If you are tired of ‘management by hair on fire,’ read this book and consider it carefully. --Stephen Northcutt, Director of Training and Certification, The SANS Institute, May 2004

The easy mapping between the Visible Ops phases and any maturity model validates the compelling logic of the book. --Jan Vromant, ITSM Consultant, May 2004

Visible Ops creates a logical starting point and details the key ‘issues and indicators’. --Henry E. Wojcik, Network Data Systems, May 2004

From the Publisher

The Information Technology Process Institute (ITPI), a not for profit organization, is engaged in three principle areas of activity: research, benchmarking and the development of prescriptive guidance for practitioners and business executives. The ITPI has collaboration agreements in place with research organizations such as the Software Engineering Institute at Carnegie Mellon University and faculty from the Decision Sciences program at the University of Oregon. We are currently developing the necessary guidance that solves the common objectives of IT Security, Corporate Governance, Audit and Operations. Through research, development and benchmarking, the ITPI creates powerful measurement tools, prescriptive adoption methods, and control metrics to facilitate management by fact. Visible Ops is the first major publication of the ITPI. --This text refers to an out of print or unavailable edition of this title.

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Customer Reviews

It is easy to read and understand.
Manuel David Alvarez
It was a pleasure to read the Visible Ops Handbook and find a documented plan that I could use to implement our improvement process.
Darrin Jillson
I highly recommend this work for anyone interested in process improvement.
Donald M. Tomasi

Most Helpful Customer Reviews

68 of 70 people found the following review helpful By Richard Bejtlich on August 5, 2005
Format: Paperback
I read The Visible Ops Handbook because a friend told me his company was considering integrating the booklet's ideas into their product line. I had not heard much about the Information Technology Infrastructure Library (ITIL), but I was familiar with the problems caused by poor administration. I perform network incident response (IR), so I am often asked to solve problems in three days that clients have been confronting for three months or years. After reading Visible Ops, I will recommend it to every IR client who asks me to remediate intrusions.

Simply put, Visible Ops provides four simple steps to stop the IT insanity. The book offers a quote attributed to Albert Einstein on p 42: "Insanity is doing the same thing over and over, and expecting a different result." Many organizations have unintentionally embraced this concept, continuing to pursue the same broken administration techniques and wondering when they will ever stop fighting fires. The Visible Ops process is the answer they have been pursuing.

My favorite aspect of the book is its narrative examples. These contain quotes by real administrators and managers and address problems like "the DHCP server, running on a DNS server, built four years ago by a college intern, that no one touches nor understands." Another similarly amusing (and sad) section presents seven steps in the "spectrum of change" on p 36. This ranges from the poor end, like "Oblivious to Change: 'Hey, did the switch just reboot?'" and "Aware of Change: 'Hey, who just rebooted the switch?'" to the most mature option, "Managing Change".

In terms of the booklet's advice, I found it rock solid, especially this recommendation: when a problem occurs, don't log into the infrastructure and begin troubleshooting.
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22 of 23 people found the following review helpful By Robin J. Basham on October 21, 2004
Format: Paperback
After reading the Visible Ops Handbook, my VP of IT Governance and I were so impressed that we made it required client reading on all of our Sarbanes-Oxley compliance engagements. Plenty of writers are saying what needs to be in place, while Visible Ops actually explains a path to getting there.

Great, clear, concise reading. A MUST.

Robin Basham,

President, Phoenix Businsess & Systems Process, Inc.
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15 of 15 people found the following review helpful By John Withington on October 22, 2004
Format: Paperback
Visible Ops gets to the essence of good control practices for today's IT environment. Having preached the gospel of IT control and governance for over 20 years, I believe Visible Ops presents a control philosophy and methodology that is a dream come true for IT auditors. The extensive journey of discussions with IT professionals, Palmer Group members, and Practitioner's Roundtable sessions that Kevin, Gene, and George embarked on has produced a gem.

John P. Withington

Vice President - Information Systems Audit

NASD
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18 of 19 people found the following review helpful By Mike Tarrani HALL OF FAMETOP 50 REVIEWER on January 19, 2005
Format: Paperback
This short book manages to capture the essentials of what it takes to initate ITIL in any organization. The authors do not drift off on tangents or lose sight of the scope of the book - they present a realistic starting point and four clearly defined steps that will move you forward towards implementing ITIL.

I like the emphasis on change and release management, which (to me) is the keystone for ITIL. I also like how the steps have clear objectives that can be measured, as well as exit criteria to assure that each step is completed before moving to the next.

This is not a comprehensive book on implementing ITIL, but a starting point. More importantly, the approach set forth in the book will significantly improve the operational process capabilities of most IT organizations regardless of whether implementing ITIL is a goal.

Additional information about the book and the approach can be found on the authors' site. You can get to the site by pasting the ISBN number - B00006CNEY - into the search box, selecting all products, and clicking the GO button.

This book is a welcome and important addition to the ITIL body of knowledge because it cuts through to the essentials and provides you with a clear path to getting started.
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12 of 12 people found the following review helpful By Donald M. Tomasi on October 26, 2004
Format: Paperback
This very impressive work is based on sound fundamentals. The process has much broader application than the intended IT audience. The process has the same basic elements used in product development and new model introduction. I highly recommend this work for anyone interested in process improvement.
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14 of 15 people found the following review helpful By Darrin Jillson on October 24, 2004
Format: Paperback
I can remember when I first discovered ITIL. I was both excited and disappointed. I was excited because I had found a framework that I could leverage with my IT team for improvement. I was disappointed because within all the ITIL books it never defined a clear path to start implementation. It was a pleasure to read the Visible Ops Handbook and find a documented plan that I could use to implement our improvement process. The authors understand and address the real challenges with managing IT improvement.
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21 of 25 people found the following review helpful By M. Duke on April 3, 2005
Format: Paperback
First, I think that anyone studying ITIL will benefit from reading this book - There is a lot of valuable information here.

However, its not relevant to everyone. It seems focused on medium to larger business that are somewhat out of control. If you're a small or medium sized company that wants to use ITIL, and your current situation is not great but far from chaotic, then there are only a few points that will help you.

I also want to say that the review by Mr. Shepard is also quite accurate.
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