Pragmatic Application of Service Management

Create a more robust service management system using the best of ITIL^®, ISO 20000–1, COBIT^® and CMMI^®-SVC.

Although ITIL’s popularity as a framework for IT service management (ITSM) continues to increase, a number of organisations have realised that its approach is sometimes not quite enough on its own. Many are already working towards compliance with ISO 20000–1 — the international standard for ITSM — but, with the likes of COBIT 5 and CMMI-SVC to consider as well, it can be difficult to determine the best route to take.

Until now, there has been little guidance on how to merge these frameworks in order to produce a robust enterprise philosophy for service delivery. Pragmatic Application of Service Management — The Five Anchor Approach provides that guidance.

Product overview

Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management — The Five Anchor Approach provides comprehensive guidance on creating an integrated system based on COBIT 5, ISO 20000, ITIL and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function.

It now features a short chapter on applying the ‘five anchors’ approach to integrating service management frameworks in very small enterprises (VSEs), and contains four new ‘caselets’ (short case studies).

Packed with instructive illustrations, helpful tables and the authors’ very own five anchor approach, this book is ideal for anyone considering adopting, adapting or merging COBIT5, ISO/IEC 20000, ITIL and CMMI-SVC.

Better ITSM through integrated best practice

Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management — The Five Anchors Approach presents a holistic view of service management, and provides a unique mapping to assist service management practitioners in their information gathering.

Contents

1. Why This Book 
2. COBIT, ISO/IEC 20000, ITIL and CMMI-SVC 
3. Addressing VSEs

4. The Five Anchors
5. Caselet #1 — Governance
6. Caselet #2 — Resource Optimization
7. Caselet #3 — Risk Management
8. Caselet #4 — Achieve Business Outcomes
9. Caselet #5 — Compliance & Improvement

10. Caselet #6 — Strategic Alignment

11. Caselet #7 — Security, Compliance & Risk

12. Caselet #8 — Value-based Portfolio

13. Caselet #9 — Strategy Choice & Market Conditions

14. Caselet #10 — Plan & Use Resources

Appendix A— The Map

About the authors

Dr Suzanne D. Van Hove owns and manages SED-IT, a small service management consulting and training company. She has worked in multiple professional verticals leading or coaching service management initiatives. She has also written and delivered accredited courseware for ITIL^® and ISO/IEC 20000, as well as multiple workshops and seminars, both nationally and internationally. She is the current chair for INCITS GIT1 — the US national mirror of JTC1/SC40, the Special Committee for Service Management. She also leads the US mirror for JTC1/SC7/WG24. Dr Van Hove is an adjunct professor at Indiana University, Kelley School of Business and has served on the board of directors of itSMF USA as the knowledge management director. In recognition of her contributions to the service management community, Dr Van Hove was the 2013 recipient of the itSMF USA Lifetime Achievement Award. An opera aficionado and avid rosebush gardener, Dr Van Hove resides in Louisville, KY, USA.

Mark Thomas is the founder and president of Escoute Consulting, an IT governance consultancy focusing on helping enterprises realise benefits through risk and resource optimisation. As a nationally known ITIL and COBIT expert with more than 20 years of professional experience, Mark’s background spans leadership roles from data centre chief information officer (CIO) to management and IT consulting. Mark has led large teams in outsourced IT arrangements, conducted project management office (PMO), service management and governance activities for major project teams, and managed enterprise applications implementations across multiple industries.

Mark has an array of industry experience in the healthcare, finance, manufacturing, services, high technology and government verticals. When he’s not travelling, Mark lives with his family in the Kansas City, MO, area and claims to be a ‘certified’ barbeque judge in his spare time.