Cover image for ISO/IEC 20000 and ITIL A Practical Handbook

ISO/IEC 20000 and ITIL A Practical Handbook

Author AXELOS
Release Date: 2013/12/01
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Book Description

This guidance provides your organization with a pragmatic approach to effectively implementing service management, incorporating practices from the ITIL framework and the ISO/IEC 20000 standard.

Table of Contents

  1. Copyright Page
  2. Contents
  3. List of figures
  4. List of tables
  5. Acknowledgements
  6. Introduction
  7. 1. Defining business drivers to execute a service management system
    1. 1.1 Driver 1: How ISO/IEC 20000 and ITIL can identify customer needs and deliver value
    2. 1.2 Driver 2: How ISO/IEC 20000 and ITIL can reduce unplanned downtime
    3. 1.3 Driver 3: How ISO/IEC 20000 and ITIL can reduce total cost of ownership
    4. 1.4 Driver 4: How ISO/IEC 20000 and ITIL can provide a competitive advantage
    5. 1.5 Driver 5: How ISO/IEC 20000 and ITIL can improve quality of services
  8. 2. Defining current reality
    1. 2.1 Where are we now?
    2. 2.2 Service provider attributes of an incomplete process
    3. 2.3 Service provider attributes of an optimized process
    4. 2.4 ISO/IEC 15504 process capability levels
    5. 2.5 ISO/IEC 20000 and ITIL mapping and integration
  9. 3. Defining future reality
    1. 3.1 Where do we want to be?
  10. 4. Planning, designing, implementing and operating service management
    1. 4.1 How do we get there?
    2. 4.2 Planning the development of a roadmap
    3. 4.3 Establish and improve the SMS
  11. 5. Measuring success
    1. 5.1 Did we get there?
  12. 6. Keeping the momentum and innovation
    1. 6.1 How do we keep the momentum going?
    2. 6.2 Starting with training
    3. 6.3 Go slow to go fast
    4. 6.4 Are you thinking service management?
    5. 6.5 Taking a programme approach to implementing service management
    6. 6.6 Programme management of service management is a best practice
    7. 6.7 Service management initiation phase
    8. 6.8 Visible executive and management commitment
    9. 6.9 Awareness campaigns
    10. 6.10 Best-laid plans
    11. 6.11 Communication and the control of it
    12. 6.12 Who’s doing what: roles and responsibilities
    13. 6.13 Training
    14. 6.14 Service improvement plan and process implementation
  13. References
  14. Back Cover
18.117.142.144