The Practical Guide To World-Class IT Service Management: Smith, Kevin J: 9780578188973: Amazon.com: Books

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The Practical Guide To World-Class IT Service Management

by Kevin J Smith (Author)

4.5 36 ratings

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Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM! This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice-plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.

ISBN-10

057818897X
ISBN-13

978-0578188973
Publisher

The Anima Group
Publication date

February 14, 2017
Language

English
Dimensions

5.98 x 1.02 x 9.02 inches
Print length

460 pages
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Randy a. Steinberg
44
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Product details

Publisher ‏ : ‎ The Anima Group (February 14, 2017)
Language ‏ : ‎ English
Paperback ‏ : ‎ 460 pages
ISBN-10 ‏ : ‎ 057818897X
ISBN-13 ‏ : ‎ 978-0578188973
Item Weight ‏ : ‎ 1.48 pounds
Dimensions ‏ : ‎ 5.98 x 1.02 x 9.02 inches

Best Sellers Rank: #3,246,199 in Books (See Top 100 in Books)
- #2,352 in Information Management (Books)
- #2,521 in Enterprise Applications
- #17,878 in Computer Science (Books)

Customer Reviews:
4.5 36 ratings

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Kevin J Smith

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With undergraduate and graduate degrees in Chemical Engineering and Computer Science, Kevin Smith spent the first 10 years of his career in Mission Operations at the NASA Johnson Space Center in Houston, Texas. The past 15 years have been with Ivanti and HEAT Software, working with global IT organizations of all sizes on strategy, business process design, and leveraging technology and software solutions to help IT perform better. Kevin is also the author of The Practical Guide to World-Class IT Service Management (2017) and The IT Imperative (2018).

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I highly recommend anyone who is interested in Service Management to read ...

Reviewed in the United States on May 19, 2017

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I highly recommend anyone who is interested in Service Management to read this book. Whether you are a Service Management expert or novice, this book has value for all. It is a real world, hands on book that is easy to digest and as the name suggests - practical. Kevin's focus on the "core 6 and world- class 12" will help any Service Management professional looking for a place to start and guidance for those that might be lost in midstream, struggling where to go next. . This is a well rounded book that ties Service Management to other areas IT needs to be concerned with - being aligned to needs of the business, your customers, the internet of things and the consumerization of IT. Since finishing the book, I find myself going back to sections for refresher purposes or to get a different, deeper insight.
A MUST READ for anyone in the service management industry.

One person found this helpful

Just what you're looking for!

Reviewed in the United States on April 7, 2017

Verified Purchase

I just started working at an IT staffing firm so I am familiar with the IT world but I wanted to learn more. I started typing IT Service and this book was suggested so I checked it out and decided to order it; I purchased the hardback version. This book is exactly what I was looking for. It was clearly written by someone very knowledgeable but it was written in a way where you can easily learn about such a crucial part of the IT world. I also loved the cover and I find the book very aesthetically pleasing...perfect if you're going to judge a book by it's cover ;) The font is also a perfect size for reading. This book was made with some serious TLC and I highly recommend it for anyone who's even remotely connected to the IT world.

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One person found this helpful

Great for Strategic Guidance on ITSM

Reviewed in the United States on November 2, 2017

Verified Purchase

I have been a software development project manager for 15+ years. My new role as Operations Manager finds me lacking somewhat in ITSM knowledge. This book has provided an excellent strategic overview of ITSM, what it involves, what one should be thinking about as you and your team, and in fact your entire organization, move towards providing world class ITSM.
It is an easy read. It does not dig into technical details of specific platforms and tools. Rather, it provides insight into potential implementation strategies, and how ITSM can benefit your organization.

2 people found this helpful

Shirley R. Smith

Reviewed in the United States on May 30, 2017

Verified Purchase

Very informative and up to date

I can sleep a little better and cope with the reality that I can't always ...

Reviewed in the United States on December 16, 2017

As a father of 4 I found this book invaluable. I'm sure other parents here can empathize when I say I shudder at the though of the increasing presence of ITSM in the lives of my children. I certainly remember the strain I caused so long ago for my own parents when I began experimenting with ITSM. The over complicated list of incident categories that kept my mom and dad up all night with worry. Don't even get me started on the difference between an expedited change and an emergency. To think, I was even younger than my kids are now! ITSM is everywhere and it doesn't help that TV and movies make it seem so glamorous. I even heard Netflix was releasing an original ITSM series. This book helped me really approach the subject of ITSM with my kids in an honest and non judgemental way. Because of the insights in this book, I can sleep a little better and cope with the reality that I can't always be there to protect my kids from ITSM, especially as they become adults. I'm confident that my children, when confronted with ITSM, are much better prepared to make wiser decisions than I did. At the very least my children certainly know that they can always come to me if they have any concerns, questions, support, or are unsure if its an incident or a problem. Thanks Kevin for giving me the gift of enlightenment when it comes to the talking to my kids about the topic of ITSM.

7 people found this helpful

Olasunkanmi Awe

Reviewed in the United States on May 28, 2019

Kudos to Kevin for the ITSM insight that he put together in this book. There is so much to learn from this book, ITIL process was used as a guide and thoughtful approach on how to successfully manage, Incident, Request, Assets, Change, problem e.t.c. The book is a must-read.

Great job of capturing and distilling down the Core / Essential ITSM Capabilities

Reviewed in the United States on June 26, 2017

In this book Kevin has done a great job of capturing and distilling down the Core / Essential elements that organizations should initially look at when planning their IT Service Management roadmap.

When organization's adopt and implement IT Service Management practices they initially focus on a set of core IT process areas which will have the most productive impact on their service delivery capability. Based on my own personal experience, I agree with Kevin's perspective on which processes are the most beneficial to start with.

Well done on a great book that provides a practical perspective with clear and easy to understand guidance.

Troy DuMoulin
VP Research and Development
Pink Elephant

Terrific Book! Easy to read, helpful, and inspiring!

Reviewed in the United States on June 9, 2017

I am really impressed with this book. I found the content extremely insightful and easy to read. I would like to send a copy of this book to all of my customers so they can read about expanding on their current processes in a way that makes sense and doesn't overwhelm them.
I really took to the paragraph on page 372 where Kevin talks about "... never underestimate the impact that you as an individual and as a member of a team can have on your organization and all the people around you..." - Well said!!

One person found this helpful

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