IT Service Management Excellerator : IT Service Management (ITSM) Series

The ITSM Excellerator provides tactical tools and deliverables to help accelerate ITIL based service support & delivery assessments, measurement activities and improvement initiatives. The ITSM Excellerator adds immediate value to IT organizations by providing pre-built best practice materials that assist technology professionals with rapid process improvement to increase overall service quality and reduce technology costs. Specific guidance found in the ITSM Excellerator includes: - IT Process Excellence (ITPE) Master Program Planning- Detailed Program Charter & Planning Criteria- Critical Success Factors & Key Performance Indicators- IT Services Environment Assessment & Improvement Planning Matrix - Measurement Planning, Program Overview and Charter- ITSM Metrics Library & Design Workbooks- Process Excellence Program Awareness & Overview - Communications Planning & Stakeholder Workbooks All templates are based on ITIL best practices and include specific examples and guidelines for accelerated IT service improvement, including:- Over 400 supporting service improvement program tasks, milestones, key goal indicators and detailed activity descriptions- Completed example measurement workbooks for all IT Service Support processes; linked to IT objectives and business goals- Prioritized attention to IT service gaps using specific criteria, thresholds and weights - IT services environment criteria for evaluating maturity levels of documentation, communications, process integration, skills, staffing, controls and governance- Library of over 520 specific IT metrics representing all 10 ITIL service support & delivery processes- Value-based design templates to align IT measurement with business goals and objectives- Measurement mapping of trends, inputs, metrics types, formats, frequencies and ownership- IT Measurement key performance indicators for IT service accuracy, control, cost, efficiency, quality and timeliness- Outlining target audiences and communications activities for process improvement and service awarenessIT Service Management Excellerator : IT Service Management (ITSM) Series, was published 2005 under ISBN 9780977355518 and ISBN 0977355519.