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The ITSM iron triangle : incidents, changes and problems : stories in transforming ITIL® best practice into operational success / Daniel McLean.

By: Material type: TextTextPublisher: Cambridgeshire, U.K. : IT Governance Publishing, 2012Description: 186 pages; 22 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9781849283175
  • 1849283176
Other title:
  • Information technology service management iron triangle
  • Incidents, changes and problems
  • Stories in transforming ITIL® best practice into operational success
Subject(s): DDC classification:
  • 658.4038 23
LOC classification:
  • HD30.2 .M43 2012
Contents:
Introduction -- 1. Change in Assignment -- 2. Into the Fire -- 3. Turning up the Heat -- 4. Searching for the Right Place to Start -- 5. Investigating the Wetware -- 6. Managing Service Outages -- 7. Time to Refocus -- 8. The Five Questions -- 9. What is that Light at the End of the Tunnel? -- 10. Not Everyone Likes Answers -- 11. Why Service Outages are like Dandelions -- 12. When No One is Around -- 13. The Right Thing the Wrong Way -- 14. Going Through them Changes -- 15. Some Fingers Point and Some Hands Clap -- 16. What Have you Done for me Today?
Summary: This innovative work of fiction demonstrates how ITIL® best practice can ensure the success of your IT process implementation projects. It is based on real-life, up-to-date situations and offers vital strategies to implement the most important aspects of ITIL into your business and to tailor them to your organization s particular needs. You will understand: - your colleagues and how to obtain their commitment to your objective - how to communicate your goals in a way that will enthuse others - how to build your own credibility - some of the pitfalls to avoid when dealing with leadership, peers and subordinates - how to encourage others across the organization to take ownership of aspects of the process - the difference between knowledge and solutions - who your clients are and how to ensure they are happy - the importance of communicating the Why, as well as the What and the How - the importance of measuring and communicating your successes!
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Includes bibliographical references (pages 183-185).

Introduction -- 1. Change in Assignment -- 2. Into the Fire -- 3. Turning up the Heat -- 4. Searching for the Right Place to Start -- 5. Investigating the Wetware -- 6. Managing Service Outages -- 7. Time to Refocus -- 8. The Five Questions -- 9. What is that Light at the End of the Tunnel? -- 10. Not Everyone Likes Answers -- 11. Why Service Outages are like Dandelions -- 12. When No One is Around -- 13. The Right Thing the Wrong Way -- 14. Going Through them Changes -- 15. Some Fingers Point and Some Hands Clap -- 16. What Have you Done for me Today?

This innovative work of fiction demonstrates how ITIL® best practice can ensure the success of your IT process implementation projects. It is based on real-life, up-to-date situations and offers vital strategies to implement the most important aspects of ITIL into your business and to tailor them to your organization s particular needs. You will understand: - your colleagues and how to obtain their commitment to your objective - how to communicate your goals in a way that will enthuse others - how to build your own credibility - some of the pitfalls to avoid when dealing with leadership, peers and subordinates - how to encourage others across the organization to take ownership of aspects of the process - the difference between knowledge and solutions - who your clients are and how to ensure they are happy - the importance of communicating the Why, as well as the What and the How - the importance of measuring and communicating your successes!

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