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This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.
Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM! This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice-plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: -A Brief History of IT Service Management -Understanding ITIL, COBIT, and ISO -The Consumerization of IT -Making Sense of Cloud and On-Premise -Enterprise Service Management -A Culture of Excellence -An Approach to Leverage Technology -The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.
In all enterprises around the world, the issues, opportunities and challenges of aligning IT more closely with the organization and effectively governing an organizations IT investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organizations. Much has been written and documented about the individual components of IT Governance such as strategic planning, demand management, program and project management, IT service management, strategic sourcing and outsourcing, performance management, metrics, compliance and others. Much less has been written about a comprehensive and integrated approach
The IT Imperative takes a look at the rebirth of IT, recognizing that much of what we know today, in fact virtually all of what we take as a given today about IT will change over the next ten years. This remarkable transformation of IT is already under way and sweeping us forward, driven by the powerful forces of a new Customer focus, a reshaped IT Culture, an increased Business awareness, a drive to Innovation, a relentless pursuit of Speed, the Unification of all things IT, the creation of new Cross Functional teams and much more. The book presents 17 elements that will shape this transformation of IT and is presented in short story form to help the reader quickly understand the key points of each element and to make the book easier to read and easier to reference. Ultimately people are the key to this exciting future and this theme is reinforced throughout the book—the remarkable power of humanity and technology together in a new and dynamic partnership that is grounded by a genuine passion for the customer.
The Practical, End-to-End Guide to WebSphere® Infrastructure Engineering and Technical Management Companies depend on the IBM® WebSphere platform to deliver mission-critical Web applications and services and to provide the foundation for Service Oriented Architecture (SOA). To gain maximum value from WebSphere technologies, organizations must implement comprehensive, integrated best practices for managing their WebSphere infrastructures. In this book, one of the most experienced enterprise WebSphere support managers introduces those best practices and explains exactly how to make the most of them. Drawing on his tremendous real-world expertise, Ying Ding shows how to maximize the WebSphere platform’s reliability, stability, scalability, and performance for large enterprise systems. You’ll find insightful discussions of each option and strategy for managing WebSphere, including practical guidance on making the right tradeoffs for your environment. Whether you’re a WebSphere administrator, developer, consultant, support manager, engineer, or architect, this book brings together the information you need to run your WebSphere infrastructure with maximum effectiveness and efficiency. Coverage includes Planning, hiring, training, funding, and building a world-class WebSphere engineering support organization Implementing tight standards and consistent, comprehensive processes for managing the entire WebSphere engineering life cycle Creating optimal testing environments, administering parallel testing pipelines, and managing testing workloads Empowering production support teams with knowledge, system privileges, and the right tools Managing production emergencies and critical situations: evaluating problem severity, mitigating customer experience, restoring service, performing post-problem resolution, and much more Maximizing the stability of large-scale interconnected WebSphere systems for composite applications Supporting WebSphere platforms that provide end-to-end SOA infrastructure
Whether you are a CEO, CFO, board member, or an IT executive, From Business Strategy to Information Technology Roadmap: A Practical Guide for Executives and Board Members lays out a practical, how-to approach to identifying business strategies and creating value-driven technology roadmaps in your organization. Unlike many other books on the subject, you will not find theories or grandiose ideas here. This book uses numerous examples, illustrations, and case studies to show you how to solve the real-world problems that business executives and technology leaders face on a day-to-day basis. Filled with actionable advice you can use immediately, the authors introduce Agile and the Lean mindset in a manner that the people in your business and technology departments can easily understand. Ideal for executives in both the commercial and nonprofit sectors, it includes two case studies: one about a commercial family business that thrived to become a multi-million-dollar company and the other about a nonprofit association based in New York City that fights against child illiteracy.
Copublished with the American Society of Association Executives (ASAE)Advances the field by providing a unified framework and terminology and spelling out exactly what needs to be done to build world-class diversity management capabilityIdentifies optimal implementation approaches that can be used anywhere, anytime With demographic shifts and globalization transforming the nature of relationships, interactions, and decision making, excellence in diversity management is more important than ever. However, the field of diversity has no established standard for evaluating what constitutes best practices, nor has there been any agreement on what the most fundamental philosophies, principles, and concepts are - until now. In this pioneering book R. Roosevelt Thomas, one of our most distinguished diversity theorists and practitioners, proposes a framework that will enable the development of a truly world-class diversity management capability. It was the development of such standards in manufacturing that enabled companies to strategically pursue excellence in this area.A world-class approach to diversity management must be applicable anywhere in the world, be able to address any possible issue, facilitate comparison of different concepts and practices, and focus on the entire field of diversity rather than specific dimensions such as race or gender. These requirements are amply met by Thomas's Four Quadrant model and his Strategic Diversity Management Process.Thomas first analyzes each of four quadrants - managing workforce demographic representation, managing demographic relationships, managing diverse talent, and managing strategic mixtures - exploring the goals, motives, approaches, accomplishments, and challenges associated with each. And he reveals the unrecognized paradigm or mind-set that lies behind each quadrant's express purpose

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