IT Service Management for Small IT teams
Adam Poppleton and Ken Holmes
What is IT Service Management for Small IT Teams?
Based on he newly revised ISO/IEC 20000-1 (the internally standard defining the requirements for an IT service management system) as a guide, IT Service Management for Small Teams pulls together the latest best practice (such as ITIL) relevant to small IT teams excluding the bits you don’t need.
How will IT Service Management for Small IT Teams help me?
As a smaller IT team or department there is a lot of best practice guidance that is irrelevant to smaller teams and departments. There is however a lot of guidance that can help you to save money and increase customer satisfaction.
This book solves this problem and gives you:
- A ‘one stop shop
Explain all the key guidance in one book (including ITIL) needed for small IT teams to implement Service Management, meaning that readers have a single guide to implementation saving time and avoiding processes that don’t benefit smaller teams
- Guidance on getting the most out of limited resources
Focuses on ways to make the most out of what you have and quick gains so you can start saving costs and increasing customer satisfaction sooner
- Features read life examples and scenarios
Helping you to understand and apply the theory to your IT team or department
What others have said:
‘This is an intelligently written and broad-ranging treatment of the subject, and should prove of great help to IT managers in smaller environments who are wrestling with the knotty subject of reliable and repeatable service provision’.- Bridget Kenyon, Lead Consultant, Thales e-Security
‘An excellent publication that will enable small IT operations to punch above their weight and become more efficient and effective without it costing the earth.’ - Steve Ingall, Head of Consultancy, iCore Ltd
What IT Service Management for Small IT Teams includes:
Introduction
The Vision
The IT service management landscape
Overview
A bit of history
Associated concepts, models and tools
Decisions, decisions
Planning for IT service management
The gap analysis
Gaining management commitment
The people aspects
Project initiation
Implementing IT service management
Governance – the overall management system
The main points so far
Resolution processes
Control processes
Relationship processes
Service delivery processes
Design and transition of new or changed services
The continual service improvement cycle
Continual improvement in ISO/IEC 20000 – the Deming Cycle
Continual improvement in ITIL
Six Sigma and continual improvement
Implementing continual improvement
ISO/IEC 20000 – to certify or not to certify
The certification process
IT Service Management for Small IT Teams v
Pros
Cons
Tools
Evaluating ITSM software tools
Service desk tools
Configuration and release management tools
Event monitoring tools
Performance and capacity planning tools
Information security management tools
Case studies
10 Additional processes and concepts relevant to IT service
management
Additional processes
Additional concepts
Appendix A Templates
A.1 Gap analysis checklist
A.2 Risk assessment
A.3 Supplier catalogue
A.4 Service catalogue
A.5 Service improvement log
A.6 Major Incident Report
A.7 Service introduction checklist
A.8 - IT Skills Questionnaire example
Appendix B References and useful sources of information
Available to buy:
Introduction to ISO/IEC 20000 Series. IT Service Management
Jenny Dugmore and Shirley Lacey
A Guide to the new ISO/IEC 20000-1. The differences between the 2005 and the 2011 editions
Lynda Cooper
A Manager’s Guide to Service Management. 6th edition
Jenny Dugmore and Shirley Lacey
A Guide to the new ISO/IEC 20000-1: The differences between the 2005 and the 2011 editions (including part 1 of ISO/IEC 20000-1)
