Apr 18 2014

Pragmatic Application of Service Management

Category: IT GovernanceDISC @ 11:50 am
English: ITIL Service Desk

English: ITIL Service Desk (Photo credit: Wikipedia)

Enhanced IT Service Management though integrated management frameworks

Learn how to integrate COBITĀ®, ITILĀ® and ISO/IEC 20000 for better IT Service Management

With the increasing popularity of ITILĀ® as a framework for IT Service Management (ITSM), a number of organizations have realized that this approach is sometimes not enough on its own. As a result, service managers are looking for ways to enhance their ITIL-based ITSM without having to throw it away and start again. Many are already working towards compliance with ISO/IEC 20000 ā€” the International Standard for IT Service Management. With the recent release of COBITĀ®5, service management practitioners have even more options. However, until now, there has been little guidance on how to merge these frameworks, standards and methodologies to develop best practice across the ITSM function and produce a robust enterprise philosophy for service delivery.

Guidance on creating an integrated system

Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management is the first book to provide guidance on creating an integrated system based on the three leading service management approaches: COBITĀ®5, ISO/IEC 20000 and ITIL and, to provide a unique mapping to assist service management practitioners in their information gathering. This practical book presents a holistic view of the three and enables service managers to immediately adapt and deploy the guidance, quickly improving their ITSM function.

Create a stronger, more robust Service Management System

Packed with instructive illustrations and helpful tables, this book is ideal for service managers, consultants, auditors and anyone who is considering adopting, adapting or merging COBITĀ®5, ISO/IEC 20000 and ITIL. Through mini case studies, the authors apply their unique Five Anchor Approach to demonstrate how the improvement aspects of COBITĀ®5, ISO/IEC 20000 and ITIL can help identify and deal with common problems faced by todayā€™s organizations. Read this book to learn how to merge COBITĀ®5, ISO/IEC 20000 and ITIL for better service management

About the Authors

Dr Suzanne D. Van Hove is the founder and CEO of SED-IT. A prior Board member of itSMF USA and recipient of the Industry Knowledge Award as well as Lifetime Achievement, she is an advocate for professionalism within Service Management.

Mark Thomas is the founder and President of Escoute, LLC, an IT Governance consultant as well as the previous President of the itSMF USA Kansas City LIG and COBITĀ® SIG. As a well- known ITIL and COBITĀ® expert with over 20 years of professional experience, Markā€™s background spans leadership roles from datacenter CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams and managed enterprise applications implementations across multiple industries.

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Pragmatic Application of Service Management

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Tags: COBIT, COBIT5, ISO 20000, ITIL, Service Management System

Jan 19 2010

Long Awaited ISO/IEC 20000

Category: Information SecurityDISC @ 12:31 am

The long awaited international standard on scoping a Service Management System, ISO/IEC TR 20000-3, is now available.

Itā€™s a must have –

Buy the hard copy here:

or the download here:

It may seem a little backwards buying part 3 of the ISO 20000 series ahead of parts 1 and 2 but this makes perfect sense, let me explain…
This part of ISO/IEC 20000 will help you if you are considering using ISO/IEC 20000-1 for implementing a service management system (SMS). It will also be of aid if you need specific advice on whether ISO/IEC 20000-1 is applicable to your organisation.
It shows you how to define the scope of your SMS based on practical examples, for assessment, irrespective of whether you have previous experience with other management system standards.

Key Features and Benefits:
ļ‚§ Will assist those looking to define a scope statement for implementing an SMS that is fully aligned with ISO/IEC 20000-1. Saving time and money over hiring expensive IT service management consultants to help you with you SMS paperwork.
ļ‚§ Explanations, guidance, and recommendations shed light on implementing an ISO/IEC 20000-1 SMS. Providing information which is complementary to that in ISO/IEC 20000-2.
ļ‚§ The information in this standard is generic, thus it is applicable no matter the size, type or location of the organisation.

Get your copy today >>

Buy the hard copy here:

or the download here:

Tags: ISO 20000, ISO/IEC 20000, Service Management System