Best practice - Implementing ITSM

This practical guide is a great solution to address the key problem how to implement ITIL and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which though valid are not a major issues for those organizations whose IT processes form only a small part of the service offering to customers.

Each chapter has the following structure:

Improvement activities

Process inputs and outputs

Processes related to

Tools and techniques

Key Performance Indicators

Critical Success Factors

Improvement roles Benefits of effective

Implementation challenges and considerations

Typical assets and artifacts of an Improvement program