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Servicing ITSM: A HANDBOOK OF SERVICE DESCRIPTIONS FOR IT SERVICE MANAGERS AND A MEANS FOR BUILDING THEM
"What services does the IT organization really deliver?
Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. It’s all here—complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook!
Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios.
“Many books talk about how to build a service catalog—this book is a service catalog!”
“We really struggled to identify and pull our IT services together until we saw this material—it saved us months!”
“With this material, we can finally tell the business what IT actually delivers to them!”
“A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation!”
“One can put together an entire IT service management operation just from the service descriptions in this book!”"
Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. It’s all here—complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook!
Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios.
“Many books talk about how to build a service catalog—this book is a service catalog!”
“We really struggled to identify and pull our IT services together until we saw this material—it saved us months!”
“With this material, we can finally tell the business what IT actually delivers to them!”
“A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation!”
“One can put together an entire IT service management operation just from the service descriptions in this book!”"
227 pages, Kindle Edition
First published September 20, 2007
31 people are currently reading
55 people want to read
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Displaying 1 - 4 of 4 reviews
June 24, 2008
Ok, great checklist guide to ITIL v3
July 30, 2017
Pretty good overview of Service Catalog Management
Overall the book serves as a pretty good overview of the Service Catalog Management process of ITIL 2011. It provides a detailed example of a service catalog that could be used by organizations as a template for constructing their own. I don't agree with all the examples, as I think some of the distinct services could be combined into fewer services with attributes (such physical vs. virtual server hosting), and there is too much emphasis on internal, technical services for most organizations. The focus should really be on user or customer-facing services. I admit these external services can be difficult to summarize in a book as they are very specific to the vertical industry and organization.
Overall the book serves as a pretty good overview of the Service Catalog Management process of ITIL 2011. It provides a detailed example of a service catalog that could be used by organizations as a template for constructing their own. I don't agree with all the examples, as I think some of the distinct services could be combined into fewer services with attributes (such physical vs. virtual server hosting), and there is too much emphasis on internal, technical services for most organizations. The focus should really be on user or customer-facing services. I admit these external services can be difficult to summarize in a book as they are very specific to the vertical industry and organization.
August 15, 2015
Issues on Kindle version
The low resolution of the images made it difficult to decipher the diagrams. Otherwise, a nice quick read for a list of service descriptions.
The low resolution of the images made it difficult to decipher the diagrams. Otherwise, a nice quick read for a list of service descriptions.
February 29, 2020
Good book to read.
Displaying 1 - 4 of 4 reviews