The ITSM Process Design Guide

Developing, Reengineering, and Improving IT Service Management

Business & Finance, Industries & Professions, Information Management, Management & Leadership, Planning & Forecasting, Management
Cover of the book The ITSM Process Design Guide by Donna Knapp, J. Ross Publishing
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Author: Donna Knapp ISBN: 9781604276916
Publisher: J. Ross Publishing Publication: August 2, 2010
Imprint: J. Ross Publishing Language: English
Author: Donna Knapp
ISBN: 9781604276916
Publisher: J. Ross Publishing
Publication: August 2, 2010
Imprint: J. Ross Publishing
Language: English
The Definitive Source for Certified Process Design Engineers.

IT organizations increasingly recognize the need to design, re-design, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library™ (ITIL®), Control Objectives for IT (COBIT®), Microsoft® Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. While other books may touch on process design methods and techniques, there is no other publication dedicated specifically to developing, re-engineering and improving ITSM processes.

This guide is also the definitive reference source for the Certified Process Design Engineer (CPDE®) qualification. The CPDE qualification imparts and validates knowledge of best practices in the assessment, design, integration, implementation, and management of ITSM processes. It recognizes the value of having a qualified CPDE within an organization and has been endorsed by The APM Group (ITIL's official accreditor) as a complementary qualification for the ITIL Qualification Scheme.
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
The Definitive Source for Certified Process Design Engineers.

IT organizations increasingly recognize the need to design, re-design, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library™ (ITIL®), Control Objectives for IT (COBIT®), Microsoft® Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. While other books may touch on process design methods and techniques, there is no other publication dedicated specifically to developing, re-engineering and improving ITSM processes.

This guide is also the definitive reference source for the Certified Process Design Engineer (CPDE®) qualification. The CPDE qualification imparts and validates knowledge of best practices in the assessment, design, integration, implementation, and management of ITSM processes. It recognizes the value of having a qualified CPDE within an organization and has been endorsed by The APM Group (ITIL's official accreditor) as a complementary qualification for the ITIL Qualification Scheme.

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