Franklin

ITIL® Practitioner Guidance.

Author/Creator:
AXELOS, AXELOS.
Publication:
London : The Stationery Office Ltd, 2018.
Format/Description:
Book
1 online resource (180 pages)
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Subjects:
ITIL (Programme).
Form/Genre:
Electronic books.
Summary:
ITIL Practitioner Guidance is the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios.
Contents:
ITIL® Practitioner Guidance
Contents
List of figures
List of tables
Foreword
About AXELOS
Acknowledgements
1 Introduction
1.1 USING ITIL - ADOPT AND ADAPT
1.2 UNDERSTANDING SERVICE
1.2.1 Service and the service provider
1.2.2 Customer
1.2.3 Value
1.2.4 Outcomes
1.2.5 Costs
1.2.6 Risks
1.2.7 Putting it all together
1.2.8 Service management
1.3 DELIVERY MODELS
1.3.1 Technology delivery model
1.3.2 Service provider model
1.3.3 Contrasting the models
1.4 SERVICE MANAGEMENT VERSUS IT SERVICE MANAGEMENT
2 Guiding principles
2.1 FOCUS ON VALUE
Table 2.1 Overview of guiding principles
2.1.1 The customer for services
2.1.2 The customer for processes
2.1.3 Value and improvement
2.2 DESIGN FOR EXPERIENCE
2.2.1 The two sides of the customer experience
2.2.2 Moments of truth and designing for experience
2.2.3 Customer experience and process design
2.2.4 Measuring the customer experience
2.3 START WHERE YOU ARE
2.3.1 Aligning with existing initiatives
2.4 WORK HOLISTICALLY
2.4.1 Specialization versus coordination
2.4.2 Other reflections on working holistically
Figure 2.1 ITIL's four Ps
2.5 PROGRESS ITERATIVELY
2.5.1 Timing improvement iterations
Figure 2.2 Related and independent improvement iterations
2.5.2 Scoping improvement iterations
2.5.3 Other reflections on progressing iteratively
2.6 OBSERVE DIRECTLY
2.6.1 The role of measurement
2.6.2 Asking questions during observation
2.7 BE TRANSPARENT
2.7.1 Increasing urgency through transparency
2.7.2 Methods for ensuring transparency
2.7.3 Keys to success
2.8 COLLABORATE
2.8.1 Who to collaborate with
2.8.2 Communication for collaboration
2.8.3 Scope of collaboration
2.8.4 Keys to success
2.9 KEEP IT SIMPLE
2.9.1 Judging what to keep.
2.9.2 Conflicting objectives
2.9.3 Keys to success
2.10 APPLYING THE GUIDING PRINCIPLES
2.10.1 Universal applicability
2.10.2 Multi-framework environments
3 The CSI approach
3.1 CHARACTERISTICS OF THE CSI APPROACH
3.1.1 Context for using the CSI approach
Figure 3.1 The CSI approach
3.1.2 Leveraging the CSI registers
3.2 STEP-BY-STEP GUIDE TO THE CSI APPROACH
3.2.1 Step 1: What is the vision?
3.2.2 Step 2: Where are we now?
3.2.3 Step 3: Where do we want to be?
Figure 3.2 Improvement categorization matrix
3.2.4 Step 4: How do we get there?
Figure 3.3 An example of initiatives planned and executed
Table 3.1 When to use experimentation
Table 3.2 An approach to the scientific method
3.2.5 Step 5: Did we get there?
3.2.6 Step 6: How do we keep the momentum going?
4 Metrics and measurement
4.1 WHAT IS MEASUREMENT FOR?
Figure 4.1 Why do we measure?
4.2 CRITICAL SUCCESS FACTORS AND KEY PERFORMANCE INDICATORS
Table 4.1 The definition of SMART for KPIs
Table 4.2 Examples of CSFs and associated KPIs
4.3 METRIC CASCADES AND HIERARCHIES
4.3.1 The ITIL vision-to-measurement trail
Figure 4.2 Vision-to-measurement trail
Figure 4.3 Balanced scorecard
4.3.2 Balanced scorecard
Table 4.3 The four perspectives of the balanced scorecard
Table 4.4 Examples of CSFs aligned with segments of a balanced scorecard
Table 4.5 Examples of financial targets at different levels of an organization
4.3.3 IT component to scorecard hierarchy
Table 4.6 An example of an IT component to scorecard hierarchy
4.3.4 COBIT 5 goals cascade
4.3.5 Organization cascade
Figure 4.4 Organization cascade
4.4 METRIC CATEGORIES
4.4.1 Technology, process and service metrics
4.4.2 Progress, compliance, effectiveness and efficiency metrics
Table 4.7 Types of process metrics.
4.4.3 Leading and trailing metrics
4.4.4 Inside-out and outside-in metrics
4.4.5 Using categories
Table 4.8 Example categorization of KPIs
4.5 ASSESSMENTS
4.5.1 Assessment scope
4.5.2 Assessment criteria
4.5.3 Assessment outputs
Table 4.9 Examples of assessment outputs
4.6 REPORTING
4.6.1 Improving the value of reports
4.7 CONTINUAL IMPROVEMENT OF METRICS AND MEASUREMENT
5 Communication
5.1 WHY GOOD COMMUNICATION IS IMPORTANT
5.1.1 Communication and ITSM
5.1.2 Examples of effective communication
5.1.3 Key benefits of good communication
5.1.4 Issues caused by poor communication
5.1.5 ITSM considerations
5.2 COMMUNICATION PRINCIPLES
Figure 5.1 Communication is a two-way process
5.2.1 Communication is a two-way process
5.2.2 We are all communicating, all of the time
Figure 5.2 We are all communicating, all of the time
5.2.3 Timing and frequency matter
Image 5.1 Timing and frequency matter
5.2.4 There is no single method of communication
Figure 5.3 There is no single method of communication
5.2.5 The message is in the medium
5.3 COMMUNICATION TECHNIQUES
5.3.1 Fundamental steps in communication
5.3.2 Communication planning
5.3.3 Types of communication
6 Organizational change management
6.1 ESSENTIALS FOR SUCCESSFUL IMPROVEMENT
6.2 CLEAR ROLES AND RESPONSIBILITIES
Table 6.1 RACI matrix example
Table 6.2 An example of a RACI model
6.3 OCM AND ITIL CHANGE MANAGEMENT
6.4 IMPACT OF ORGANIZATIONAL CHANGE MANAGEMENT
6.4.1 OCM and ITSM improvement initiatives
6.4.2 OCM and project management
6.5 UNDERSTANDING PEOPLE'S TRANSITION THROUGH CHANGE
6.5.1 Emotional responses to change
6.5.2 The change curve
Figure 6.1 The change curve
6.5.3 William Bridges' three phases of transition.
Figure 6.2 William Bridges' three phases of transition
6.5.4 Gartner hype cycle
6.6 KEY ACTIVITIES FOR EFFECTIVE ORGANIZATIONAL CHANGE MANAGEMENT
Table 6.3 Key activities for effective OCM
6.6.1 Create a sense of urgency
6.6.2 Stakeholder management
Figure 6.3 Stakeholder map (power/interest grid)
6.6.3 Sponsor management
6.6.4 Communication
6.6.5 Empowerment
Table 6.4 Example of a training needs analysis matrix
6.6.6 Resistance management
Table 6.5 Example training plan for self-service password reset tool
6.6.7 Reinforcement
6.7 CONTINUAL IMPROVEMENT OF ORGANIZATIONAL CHANGE MANAGEMENT
7 Toolkit
7.1 CSI APPROACH
7.1.1 CSI register
7.1.2 Orientation worksheet
7.1.3 Benefits realization review template
7.2 METRICS AND MEASUREMENT
7.2.1 CSF worksheet
7.2.2 Individual KPI worksheet
7.2.3 KPI balance checklist
7.2.4 Report worksheet
7.2.5 Assessment criteria
7.2.6 Assessment report content examples
Figure 7.1 Process metrics graph
Figure 7.2 An example of an SLA monitoring chart
Figure 7.3 Process maturity scale
7.2.7 Tension metrics
7.2.8 COBIT goals cascade
7.3 COMMUNICATION
7.3.1 Regular communications campaign checklist
7.3.2 Workshop and meeting action plan
7.3.3 Meeting notes template
7.3.4 Business case
7.3.5 Communication success criteria worksheet
7.4 ORGANIZATIONAL CHANGE MANAGEMENT
7.4.1 Stakeholder analysis worksheet
7.4.2 Stakeholder map (power/interest grid)
Figure 7.4 An example of a stakeholder map with stakeholders marked
7.4.3 Stakeholder communication plan template
7.4.4 Sponsor diagram
Figure 7.5 Sponsor diagram
7.4.5 Sponsor roadmap
7.4.6 RACI model authority matrix
7.4.7 The ABC of ICT
7.4.8 Balanced diversity - a portfolio approach to organizational change.
Figure 7.6 The eight-field model
7.4.9 The eight-field model - training, planning and management
7.4.10 Training plan template
7.4.11 Force field analysis
Figure 7.7 Force field analysis example
Figure 7.8 Force field analysis template
7.4.12 Resistance management plan
7.4.13 Determine the amount of organizational change management
7.4.14 Frequently adopted OCM frameworks
Figure 7.9 OCM and ROI
7.4.15 Agile, Kanban, Lean and DevOps
Bibliography
Glossary
Index.
Notes:
Description based on publisher supplied metadata and other sources.
Local notes:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Other format:
Print version: AXELOS, AXELOS ITIL® Practitioner Guidance
ISBN:
9780113314881
9780113314874
OCLC:
946007644