IT Service Management Global Best Practices: Volume 1

Description

This unique guide is written by industry thought leaders giving the inside track on new practices that could radically change IT Service Management in the next few years.

CONTENTS:

Contents
Foreword V
Acknowledgements XI
The Team XII
The Process XVII
Introduction XVIII
1. Trends, visions and analysis of iTsM MarkeT 1
1.1 Introduction 3
1.2 Topics and trends in ITSM 5
1.3 Whose service is it anyway? - Peter O'Neill (Forrester Research)
1.4 The next ROI frontier - The IT Service Lifecycle (ITIL V3) - Ken Hamilton (HP) 13
1.5 The need for bridging project and IT service management for better quality of
IT services - Maxime Sottini (Innovative Consulting, itSMF Italy) 17
1.6 IT service management certification and standardization - Matiss Horodishtiano
(Amdocs, itSMF Israel) 21
1.7 IT and business misalignment - A cure - Robert E. Matthews (Siemens, USA) 23
1.8 How will the relevance and importance of IT service management change over
the next five years? - Kevin Holland (NHS Connecting for Health, United Kingdom) 27
1.9 Visions of the future: The IT Swami's seven visions of the future of ITIL - IT Skeptic,
alias Rob England (Two Hills Ltd., New Zealand) 31
1.10 Improved governance must deliver governance from IT - Peter Brooks (Independent
Consultant, South Africa) 35
2 Governance 39
2.1 Introduction 41
2.2 Best practices in IT governance and alignment - Steven De Haes & Wim Van
Grembergen (University of Antwerp Management School, Belgium) 43
2.3 Shop floor IT governance - Glenn LeClair (HP Canada) 53
2.4 A new paradigm for IT governance in the extended enterprise - Ton Kroon,
Han van der Zee, Werner de Jonge & Marja van Solkema (Atos Consulting, The
Netherlands) 61
2.5 Future-proof compliance: Fact or fable? - Rudolf Liefers, Johan Sturm &
Daniel van Burk (Atos Consulting, The Netherlands) 79
2.6 Does ROI matter? Insights in the true business value of IT - Gilbert Silvius (Utrecht
University, The Netherlands) 91
2.7 Managing IT chains in large organizations: A transition process - 111
Enzo Ciriello (Mansolutions B.V, The Netherlands), Michel van den Bempt
(Mansystems Netherlands B.V.) & Kars Hadderingh (@Home B.V, The Netherlands)
3 deMand, PorTfolio and sourcinG 133
3.1 Introduction 135
3.2 Demand on demand - Bart Stofberg (Logica, The Netherlands) 139
3.3 The art of Business Service Management: A rebellious service portfolio practice -
Han Verniers (Logica, The Netherlands) 153
3.4 Next generation IT performance management: Performance management in the IT
demand organization - Peter Ververs (Achmea Group Information Management, The
Netherlands), Rick Aalbers, Leon Acda, Rudolf Liefers & Paul Richter
(Atos Consulting, The Netherlands) 169