Catalogs, Services and Portfolios

An ITSM Success Story

Daniel D. McLean (Autor)

Buch | Softcover

198 Seiten

2014
IT Governance Publishing (Verlag)
978-1-84928-567-4 (ISBN)

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The story of fictional ITSM practitioner Chris as he faces the challenge of transforming behaviour to achieve business goals. Previously published as "No One of Us is as Strong as all of Us".

Previously published as "No One of Us is as Strong as all of Us." Based on the real-life experiences of the author and other ITSM professionals, Catalogs, Services and Portfolios - An ITSM success story is a fictional account of change management surrounding ITSM projects. It tells the story of ITSM practitioner Chris as he learns how to deal with resistance to change and overcome inertia in staff behavior. Through his experiences, readers encounter the common challenges faced when implementing change in an IT service management context. The 'tips that would have helped Chris' sections are packed with helpful advice for anyone facing similar challenges. The narrative style of the book helps readers understand how to manage resistance to change and the lack of empathy that often exists between IT and the business it supports. Presenting a realistic overview of an ITSM implementation, the book is equally suitable for newly qualified ITIL professionals and as an inspiration for team discussions. Read this book to learn from Chris's experiences and transform your ITSM project

Daniel McLean is an ITIL consultant with over 20 years' experience in IT. He has spent the last 10 years designing, implementing and operating processes supporting ITSM. He was also a peer reviewer during development of the OGC ITIL v3 Service Strategy Best Practice.

Introduction; 1: Don't Fall Under the Bus; 2: Strange Bedfellows; 3: Don't Confuse me with Facts; 4: Blind me with Science; 5: The Joy of Conflicts; 6: Masters of the Universe; 7: How Hard Can it Be?; 8: Chow Fun; 9: Help I Need Something; 10: Don't Peek Behind the Curtain; 11: Know What you Don't Know; 12: A Fool With a Tool is Still a Fool; 13: Boiling the Ocean, a Spoonful at a Time; 14: Change is Hard; 15: No Good Deed Goes Unpunished; ITG Resources

Erscheint lt. Verlag	8.4.2014
Verlagsort	Ely
Sprache	englisch
Themenwelt	Informatik ► Software Entwicklung ► User Interfaces (HCI)
	Wirtschaft ► Betriebswirtschaft / Management ► Projektmanagement
	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
ISBN-10	1-84928-567-5 / 1849285675
ISBN-13	978-1-84928-567-4 / 9781849285674
Zustand	Neuware