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Implementing ITIL: Adapting Your IT Organization to the Coming Revolution in IT Service Management [Paperback]

Randy A. Steinberg


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Book Description

Sept. 30 2005
How do you implement ITIL?

Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the activities and steps to show results quickly. In this book you will learn about:

Defining and building a comprehensive implementation approach that incorporates process, technology, organization and governance activities;

Practical tips and step-by-step approaches for defining your Service Management Vision, building your processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements and building your implementation program;

What areas should be addressed as part of a proper assessment approach and how to focus assessment efforts to gain the maximum results from 3rd party consultants;

How to best organize your program work plans;

What key Work Products need to be produced by each step in your program;

Different options for transitioning your Service Management solutions and building an appropriate IT Service Management Organization.

In addition, this book is chock full of reference charts where you can easily find things such as Service Management Organizational Role descriptions, input and output dependencies for every ITIL process and function, work products that should be produced by each process, key tooling functions and more.

This is a comprehensive guide for building your IT Service Management program with all the information you need in one place.


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Product Details

  • Paperback: 489 pages
  • Publisher: Trafford (Sept. 30 2005)
  • Language: English
  • ISBN-10: 1412066182
  • ISBN-13: 978-1412066181
  • Product Dimensions: 26.9 x 20.3 x 3.6 cm
  • Shipping Weight: 1.3 Kg
  • Amazon Bestsellers Rank: #1,059,474 in Books (See Top 100 in Books)

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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com: 3.6 out of 5 stars  10 reviews
32 of 35 people found the following review helpful
2.0 out of 5 stars Big project oriented book March 6 2006
By Earl Mcgehee - Published on Amazon.com
Format:Paperback|Verified Purchase
If your company is bringing in a room full of consultants to do a big bang conversion to ITIL this may be the book for you. If your company is more like mine where everyone is trying to move toward ITIL while doing their regular job this will not be much help. There is no index. There are many short lists of things to do and resources and planning guides. They are all general purpose. The book is not organized to match the ITIL areas. You cannot just go to a chapter on service catalogs and get help with creating one. Chapters include Adapting to an ITSM Culture, ITSM Visioning Work Stage, ITSM Assessment Work Stage, ITSM Planning Work Stage, ITSM Process Overviews, ITSM Organization Roles, etc. This book is more about project management instead of specific how-to hints for creating real world ITIL compliant policies and procedures.
11 of 11 people found the following review helpful
5.0 out of 5 stars Directly Addresses The Sticky Implementation Effort! March 14 2006
By Jim Flores - Published on Amazon.com
Format:Paperback
Great reading! As a board member for a local itSMF LIG group, I found this book extrememly helpful in addressing the true implementation effort needed to gain buy-in for ITIL solutions. Many sources are available for helping you learn how to develop ITIL artifacts such as Service Catalogs, RFCs, etc, but the real challenge is in getting people to actually use those solutions. The practical tips and guidelines for moving your organization forward with an ITIL solution are very useful!
3 of 3 people found the following review helpful
5.0 out of 5 stars The Best 'How To Implement' Guide Available To Date... July 21 2006
By Robin Yearsley - Published on Amazon.com
Format:Paperback
Randy Steinberg has created a 489 page practical guide on how to plan and implement IT Service Management Processes in real world organizations. The book is packed full of templates, checklists, tables and questions to ask yourself at regular intervals.

Much of this information is presented in a structured way based on six distinct phases: Visioning, Assessment, Planning, Foundation Work, Initial Wins and the Control Work stage.

As an ITIL Consultant myself, I found the 'Stages' straight forward to follow and easy to align with the ITIL roadmap approach (I.E. "Where are we now?").

Three particular chapters stand out for me, in addition to the Stage chapters, namely: "Nine Things That Work", "Process Inputs And Outputs" and "Tooling Considerations". In my view, these three chapters alone are worth the price of the book when you consider that real world and detailed ITIL Implementation advice is often difficult to come by.

Finally, I believe this book is a natural companion to the OGC's Core ITIL Texts. It tells you much more about the 'How To' and 'What To Consider' on topics that the Core Texts don't cover in much detail.

A worthwhile companion and recommended source of implementation governance and control.
2 of 2 people found the following review helpful
5.0 out of 5 stars An ITSM Program playbook - Not another guide to the ITIL processes. Dec 29 2007
By Russell Herrell - Published on Amazon.com
Format:Paperback
Implementing ITSM via new or modified practices? Start here as a shortcut to planning your ITSM program's activities. This is a great reference for those tasked with implementing the changes and projects required for successful ITSM implementations. It also includes some very useful guidelines for functional requirements of ITSM oriented tools that will assist with criteria selection for acquiring or integrating tools. Illustrates a customizable model for implementation including roles, responsibilities, activities, tasks, WBS, checklists, templates and metrics. Don't be expecting a breakthrough book on ITIL process theory - this is all about the Program Office perspective that is missing in most ITIL books and often not fully understood until after the pain begins. If you seek an academic review on ITIL processes you will be disappointed and miss the true value of this reference. If you already have a mature Program Management office overseeing your ITSM implementation this guide is less critical but still valuable. Keep in mind the methodology and models presented are based on generic large scale implementations and must still be customized for individual needs and various scopes. This should be expected, as a one size fits all solution would never satisfy all the unique needs of the customers and their discrete business needs. Instead, consider it as a starting guide and adapt it accordingly to fill existing voids within your ITSM program structure or validate your chosen path.
2 of 2 people found the following review helpful
5.0 out of 5 stars Guidance to Success May 12 2007
By D. White - Published on Amazon.com
Format:Paperback|Verified Purchase
This book has comprehensive information to help you put together a plan for your ITIL Implementation. There is information on roles, RACI breakdowns, ideas on governance, everything you need to think about to make your plan. It's making me look like a hero!

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