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Home > Computing and Information Technology Books > Computer certification > IT Service Management Global Best Practices: v. 1(ITSM Library)
IT Service Management Global Best Practices: v. 1(ITSM Library)

IT Service Management Global Best Practices: v. 1(ITSM Library)


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About the Book

A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.

Table of Contents:
Contents Foreword V Acknowledgements XI The Team XII The Process XVII Introduction XVIII 1. Trends, visions and analysis of iTsM MarkeT 1 1.1 Introduction 3 1.2 Topics and trends in ITSM 5 1.3 Whose service is it anyway? - Peter O Neill (Forrester Research) 1.4 The next ROI frontier The IT Service Lifecycle (ITIL V3) - Ken Hamilton (HP) 13 1.5 The need for bridging project and IT service management for better quality of IT services - Maxime Sottini (Innovative Consulting, itSMF Italy) 17 1.6 IT service management certification and standardization - Matiss Horodishtiano (Amdocs, itSMF Israel) 21 1.7 IT and business misalignment A cure - Robert E. Matthews (Siemens, USA) 23 1.8 How will the relevance and importance of IT service management change over the next five years? - Kevin Holland (NHS Connecting for Health, United Kingdom) 27 1.9 Visions of the future: The IT Swami s seven visions of the future of ITIL - IT Skeptic, alias Rob England (Two Hills Ltd., New Zealand) 31 1.10 Improved governance must deliver governance from IT - Peter Brooks (Independent Consultant, South Africa) 35 2 Governance 39 2.1 Introduction 41 2.2 Best practices in IT governance and alignment - Steven De Haes & Wim Van Grembergen (University of Antwerp Management School, Belgium) 43 2.3 Shop floor IT governance - Glenn LeClair (HP Canada) 53 2.4 A new paradigm for IT governance in the extended enterprise - Ton Kroon, Han van der Zee, Werner de Jonge & Marja van Solkema (Atos Consulting, The Netherlands) 61 2.5 Future-proof compliance: Fact or fable? - Rudolf Liefers, Johan Sturm & Daniel van Burk (Atos Consulting, The Netherlands) 79 2.6 Does ROI matter? Insights in the true business value of IT - Gilbert Silvius (Utrecht University, The Netherlands) 91 2.7 Managing IT chains in large organizations: A transition process - 111 Enzo Ciriello (Mansolutions B.V, The Netherlands), Michel van den Bempt (Mansystems Netherlands B.V.) & Kars Hadderingh (@Home B.V, The Netherlands) 3 deMand, PorTfolio and sourcinG 133 3.1 Introduction 135 3.2 Demand on demand - Bart Stofberg (Logica, The Netherlands) 139 3.3 The art of Business Service Management: A rebellious service portfolio practice - Han Verniers (Logica, The Netherlands) 153 3.4 Next generation IT performance management: Performance management in the IT demand organization - Peter Ververs (Achmea Group Information Management, The Netherlands), Rick Aalbers, Leon Acda, Rudolf Liefers & Paul Richter (Atos Consulting, The Netherlands) 169


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Product Details
  • ISBN-13: 9789087531003
  • Publisher: Van Haren Publishing BV
  • Publisher Imprint: Van Haren Publishing BV
  • Language: English
  • Series Title: ITSM Library
  • ISBN-10: 9087531001
  • Publisher Date: 05 May 2008
  • Binding: Paperback
  • Returnable: N
  • Sub Title: v. 1


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