In this first chapter of "The Shortcut Guide to IT Service Management and Automation," you will be led through a step by step analysis of your company's IT and business relationships, providing you with a basis for a strategic plan to turn service lifecycle management into a valuable business asset. Author and compliance expert Rebecca Herold demonstrates how technology acts as a strategic differentiator by enabling business growth, driving operational efficiencies to lower maintenance costs, optimizing outcomes, and reducing IT risks.
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IT Service
Management and
Automation
Rebecca HeroldIntroduction
Introduction to Realtimepublishers
by Don Jones, Series Editor For several years now, Realtime has produced dozens and dozens of high-quality books that just happen to be delivered in electronic format-at no cost to you, the reader. We've made this unique publishing model work through the generous support and cooperation of our sponsors, who agree to bear each book's production expenses for the benefit of our readers. Although we've always offered our publications to you for free, don't think for a moment that quality is anything less than our top priority. My job is to make sure that our books are as good as-and in most cases better than-any printed book that would cost you $40 or more. Our electronic publishing model offers several advantages over printed books: You receive chapters literally as fast as our authors produce them (hence the "realtime" aspect of our model), and we can update chapters to reflect the latest changes in technology. I want to point out that our books are by no means paid advertisements or white papers. We're an independent publishing company, and an important aspect of my job is to make sure that our authors are free to voice their expertise and opinions without reservation or restriction. We maintain complete editorial control of our publications, and I'm proud that we've produced so many quality books over the past years. I want to extend an invitation to visit us at http://nexus.realtimepublishers.com, especially if you've received this publication from a friend or colleague. We have a wide variety of additional books on a range of topics, and you're sure to find something that's of interest to you-and it won't cost you a thing. We hope you'll continue to come to Realtime for your educational needs far into the future. Until then, enjoy. Don Jones
iTable of Contents
Introduction to Realtimepublishers.................................................................................................. i Chapter 1: The Business Value of IT Operations Service Life Cycle Management .......................1 Addressing IT Service Management................................................................................................2 An Overview of Using Frameworks................................................................................................3 The Possibilities of ITIL V3 ............................................................................................................4 ITIL V2 Evolution to V3 .....................................................................................................4 ITIL V3 Contributes to Continual Improvement .................................................................7 Consider the Service Desk...................................................................................................8 Increasing IT's Value to Business ...................................................................................................9 What Are You Already Doing? .........................................................................................10 How Profitable Are Each of the Business Units? ..............................................................10 Which of Your Business Unit Customers Are Most Satisfied and Why? .........................11 Which of Your Business Unit Customers Are Least Satisfied and Why?.........................11 Which of Your IT Services Are Most Effective and Why?...............................................12 Which of Your IT Services Are Least Effective and Why? ..............................................12 Create Your Own Strategy.................................................................................................13 The Importance of Creating a Well-Thought-Out Strategy...............................................13 Automating IT Operations .............................................................................................................14 Automation Supports Accountability and Compliance .....................................................16 Automation Can Support and Enhance All IT Service Management Activities ...............17 Classic Tools Commonly Used in IT Operations ..........................................................................17 Improving the Service Desk with Classic Too... [download for more]
