Achieving IT Service Quality: The Opposite of Luck

Many IT organizations suffer from poor system and service quality with costly consequences. Every day it seems there's a new media report of a system failure damaging a company's bottom line or reputation. Don't let your business be next. Achieving IT Service Quality demonstrates that achieving superior IT system results is the opposite of luck. Whether you currently employ a service quality framework such as ITIL or not, this book can help your organization: -stop relying on expensive Band-Aids to put IT systems back together during a crisis -integrate innovative practices in technology, process, and organizational design -learn a practical and realistic methodology to dramatically improve IT service quality -build a culture of prevention and improvement for the short- and long-term Built on the experiences and proven techniques of three IT professionals with a combined 40 years in the industry, this book provides insights on the dos and don'ts of equipping your business with high-performing, competitive IT services.

Chris Oleson holds a leadership position in IT Operations at a technology startup. He lives in Kirkland, Washington. Mike Hagan is an IT executive in the health insurance industry. He resides in Seattle, Washington. Christophe DeMoss leads a technology solutions practice at Slalom Consulting. He lives in Monroe, Washington.
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ISBN-10: 0982314027
ISBN-13: 978-0982314029


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ITIL V 3 Foundation Exam Video Mentor

ITIL V 3 Foundation Exam Video Mentor provides a comprehensive learning experience from a leading topical expert. The dozens of hours of classroom instruction is enhanced with flash animations, screencasts, scenario-based case studies and labs designed to work together to provide both foundational learning on the topic as well as exam preparation skills. The DVD video tackles each ITIL V3 Foundation topical area with in depth learning that teaches you what you need to understand, not only to pass the exam, but to apply it in the workplace. The classroom instruction is enhanced with the multimedia learning tools to help the expert instructor teach you these topics so that you grasp them for real world application and exam success. This service prepares the user for the ITIL V3 Foundation exam.

Jill Knapp, is an ITIL trainer with clients worldwide. She holds 12 ITIL certifications including the Expert level cert. She has a degree in education and has developed flash cards and course material for her students over her training career. Her students have a 99% pass rate for the exam.
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ISBN-10: 0789742594
ISBN-13: 978-0789742599


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ITIL: Service Management Implementation and Operation

Filled with first-hand practitioner insights in implementing ITIL in a number of large organizations across industries, this book discusses the key challenges organizations experience as they try to leverage ITIL V3 to achieve desired transformations and approaches that they adopted to address those challenges. The author explains key components necessary to successfully implement, operate, and optimize ITIL service management. He presents implementation patterns and detailed plans for each of the patterns and includes templates and checklists he developed to facilitate implementation of such transformational efforts.

ISBN-10: 1420089390
ISBN-13: 978-1420089394


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An IT Executive's Guide to ITIL: Running IT As a Customer-Centric Business

ISBN-10: 1439827141
ISBN-13: 978-1439827147


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The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps

The Core of Visible Ops Visible Ops is a methodology designed to jumpstart implementation of controls and process improvement in IT organizations needing to increase service levels, security, and auditability while managing costs. Visible Ops is comprised of four prescriptive and self-fueling steps that take an organization from any starting point to a continually improving process. Making ITIL Actionable Although the Information Technology Infrastructure Library (ITIL) provides a wealth of best practices, it lacks prescriptive guidance: What do you implement first, and how do you do it? Moreover, the ITIL books remain relatively expensive to distribute. Other information, publicly available from a variety of sources, is too general and vague to effectively aid organizations that need to start or enhance process improvement efforts. The Visible Ops booklet provides a prescriptive roadmap for organizations beginning or continuing their IT process improvement journey. Why Do You Need Visible Ops? The Visible Ops methodology was developed because there was not a satisfactory answer to the question: “I believe in the need for IT process improvement, but where do I start?” Since 2000, Gene Kim and Kevin Behr have met with hundreds of IT organizations and identified eight high-performing IT organizations with the highest service levels, best security, and best efficiencies. For years, they studied these high-performing organizations to figure out the secrets to their success. Visible Ops codifies how these organizations achieved their transformation from good to great, showing how interested organizations can replicate the key processes of these high-performing organizations in just four steps: 1. Stabilize Patient, Modify First Response – Almost 80% of outages are self-inflicted. The first step is to control risky changes and reduce MTTR by addressing how changes are managed and how problems are resolved. 2. Catch and Release, Find Fragile Artifacts – Often, infrastructure exists that cannot be repeatedly replicated. In this step, we inventory assets, configurations and services, to identify those with the lowest change success rates, highest MTTR and highest business downtime costs. 3. Establish Repeatable Build Library – The highest return on investment is implementing effective release management processes. This step creates repeatable builds for the most critical assets and services, to make it “cheaper to rebuild than to repair.” 4. Enable Continuous Improvement – The previous steps have progressively built a closed-loop between the Release, Control and Resolution processes. This step implements metrics to allow continuous improvement of all of these process areas, to best ensure that business objectives are met.

ISBN-10: 0975568612
ISBN-13: 978-0975568613

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