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The Practical Guide To World-Class IT Service Management Hardcover – 14 March 2017

by Kevin J Smith (Author)
4.4 out of 5 stars 26 ratings
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Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM! This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice-plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: -A Brief History of IT Service Management -Understanding ITIL, COBIT, and ISO -The Consumerization of IT -Making Sense of Cloud and On-Premise -Enterprise Service Management -A Culture of Excellence -An Approach to Leverage Technology -The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.
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  1. Print length
    462 pages
  2. Language
    English
  3. Publisher
    Anima Group
  4. Publication date
    14 March 2017
  5. Dimensions
    15.24 x 2.54 x 22.86 cm
  6. ISBN-10
    0578188988
  7. ISBN-13
    978-0578188980
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Product details

  • Publisher ‏ : ‎ Anima Group
  • Publication date ‏ : ‎ 14 March 2017
  • Language ‏ : ‎ English
  • Print length ‏ : ‎ 462 pages
  • ISBN-10 ‏ : ‎ 0578188988
  • ISBN-13 ‏ : ‎ 978-0578188980
  • Item weight ‏ : ‎ 785 g
  • Dimensions ‏ : ‎ 15.24 x 2.54 x 22.86 cm
  • Customer Reviews:
    4.4 out of 5 stars 26 ratings

About the author

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Kevin J Smith

Kevin J Smith

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With undergraduate and graduate degrees in Chemical Engineering and Computer Science, Kevin Smith spent the first 10 years of his career in Mission Operations at the NASA Johnson Space Center in Houston, Texas. The past 15 years have been with Ivanti and HEAT Software, working with global IT organizations of all sizes on strategy, business process design, and leveraging technology and software solutions to help IT perform better. Kevin is also the author of The Practical Guide to World-Class IT Service Management (2017) and The IT Imperative (2018).

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  • Prime member
    5.0 out of 5 stars I highly recommend anyone who is interested in Service Management to read ...
    Reviewed in the United States on 19 May 2017
    Format: HardcoverVerified Purchase
    I highly recommend anyone who is interested in Service Management to read this book. Whether you are a Service Management expert or novice, this book has value for all. It is a real world, hands on book that is easy to digest and as the name suggests - practical. Kevin's focus on the "core 6 and world- class 12" will help any Service Management professional looking for a place to start and guidance for those that might be lost in midstream, struggling where to go next. . This is a well rounded book that ties Service Management to other areas IT needs to be concerned with - being aligned to needs of the business, your customers, the internet of things and the consumerization of IT. Since finishing the book, I find myself going back to sections for refresher purposes or to get a different, deeper insight.
    A MUST READ for anyone in the service management industry.
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  • Michaela Smith
    5.0 out of 5 stars Just what you're looking for!
    Reviewed in the United States on 7 April 2017
    Format: HardcoverVerified Purchase
    I just started working at an IT staffing firm so I am familiar with the IT world but I wanted to learn more. I started typing IT Service and this book was suggested so I checked it out and decided to order it; I purchased the hardback version. This book is exactly what I was looking for. It was clearly written by someone very knowledgeable but it was written in a way where you can easily learn about such a crucial part of the IT world. I also loved the cover and I find the book very aesthetically pleasing...perfect if you're going to judge a book by it's cover ;) The font is also a perfect size for reading. This book was made with some serious TLC and I highly recommend it for anyone who's even remotely connected to the IT world.
    Customer image
    Michaela Smith
    5.0 out of 5 stars
    Just what you're looking for!

    Reviewed in the United States on 7 April 2017
    I just started working at an IT staffing firm so I am familiar with the IT world but I wanted to learn more. I started typing IT Service and this book was suggested so I checked it out and decided to order it; I purchased the hardback version. This book is exactly what I was looking for. It was clearly written by someone very knowledgeable but it was written in a way where you can easily learn about such a crucial part of the IT world. I also loved the cover and I find the book very aesthetically pleasing...perfect if you're going to judge a book by it's cover ;) The font is also a perfect size for reading. This book was made with some serious TLC and I highly recommend it for anyone who's even remotely connected to the IT world.
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    Customer imageCustomer image
    Report
  • Ant
    5.0 out of 5 stars Great for Strategic Guidance on ITSM
    Reviewed in the United States on 2 November 2017
    Format: PaperbackVerified Purchase
    I have been a software development project manager for 15+ years. My new role as Operations Manager finds me lacking somewhat in ITSM knowledge. This book has provided an excellent strategic overview of ITSM, what it involves, what one should be thinking about as you and your team, and in fact your entire organization, move towards providing world class ITSM.
    It is an easy read. It does not dig into technical details of specific platforms and tools. Rather, it provides insight into potential implementation strategies, and how ITSM can benefit your organization.
    Report