A Manager's Guide to IT Service Management by Jenny Dugmore

By Jenny Dugmore

* This booklet is meant to fulfill the necessity for a common, extensively dependent publication on carrier administration. * The managers' consultant offers a simple advent on how carrier administration top practices and criteria will help a merchant to carry companies that upload price for patrons on the correct rate and hazard. * It describes provider administration options and the wider provider administration panorama. * the purpose of this sixth version is to considerably re-focus the fifth variation to offer a broader dependent photo of crucial carrier administration most sensible practices, how they relate and the way they could (or can't) be used jointly.

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Extra resources for A Manager's Guide to IT Service Management

Example text

Assists in achieving compliance with regulations. Service provider is more responsive with services that are business led rather than technology driven. Projects plan better balancing of benefits against risks. More innovation through technology-enabled change. Good understanding of the customer’s requirements, concerns and business activities. Reliable support for business critical services. Resources available when required. Greater customer satisfaction with the service. Supports the development of a good business relationship.

The SMS ensures the processes operate in an effective, efficient and consistent way. This is because the processes are subject to management review, internal audits, other assessments and a continual improvement cycle. This is referred to as the PDCA cycle, described below. Part 1 authority levels, responsibilities and roles for the SMS are described in Chapter 5. What is the Plan-Do-Check-Act cycle? The core of the SMS is the methodology known as Plan-Do-Check-Act (PDCA). The PDCA cycle initially establishes the SMS.

How do we keep the momentum going? The COBIT implementation life cycle is a continual improvement approach that provides guidance to enterprises addressing the complexity 23 Chapter 4 The SMS and challenges typically encountered during IT governance implementation. There are three interrelated components: 1 2 3 the core IT governance continual improvement life cycle; the enablement of change (addressing the behavioural and cultural aspects of the implementation or improvement); the management of the programme.

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