Publisher: Trafford (August 7, 2015)
Author: Randy A. Steinberg
ISBN-10: 1490762701
О ЧЕМ КНИГА?
Рэнди Стейнберг не устает писать книги про ITSM, и последнюю свою работу посвятил вопросу внедрения практик управления ИТ-услугами как проекту трансформации ИТ-организации.
Признаюсь, прежде чем я прочел вторую часть названия книги, которая раскрывает ее цель, я лелеял надежду увидеть работу с фокусом на создание структуры ИТ-службы, определения количества персонала и т.д. Постоянно сталкиваюсь с тем, что есть запрос со стороны заказчиков к использованию формальных методов построения ИТ отталкиваясь от специфичных для отрасли рекомендаций. Но книга все же о том аспекте внедрения ITSM, который принято называть организационным изменением.
СТРУКТУРА
Chapter 1 Book Overview
Chapter 2 Overview Of Change
Chapter 3 The Service-Driven IT Organization Organizing
Chapter 4 ITSM Organization Models
Chapter 5 Building The IT Organization
Chapter 6 Dealing With Resistance Basic Causes for Resistance
Chapter 7 Building Communications Step By Step
Chapter 8 Stage 1 - Awareness Approach Overview
Chapter 9 Stage 2 – Strategize Campaigns
Chapter 10 Stage 3 – Design Campaigns
Chapter 11 Stage 4 – Conduct Campaigns
Chapter 12 Stage 5 – Enforce Change Approach
Chapter 13 Communication Tools and Techniques
Chapter 14 ITSM Operating Roles
Chapter 15 Training Considerations
МОЕ МНЕНИЕ
Автор предлагает кампании(Campaign) как способ преобразования организации: последовательного информирования и обучения. Довольно подробно описаны инструменты и необходимые механизмы реализации всех этапов.
Роль и обязанности service owner'а часто вызывают вопросы. Автор предлагает вот такое видение:
The service owner is responsible to the customer for the initiation, transition and ongoing maintenance and support of a particular service and accountable to the IT director or service management director for the delivery of the service. The service owner’s accountability for a specific service within an organization is independent of where the underpinning technology components, processes or professional capabilities reside. Service ownership is as critical to service management as establishing ownership for processes which cross multiple vertical silos or departments. It is possible that a single person may fulfill the service owner role for more than one service.
Key activities for the Service Owner Role include:
• Working with business relationship management to understand and translate customer requirements into activities, measures or service components that will ensure that the service provider can meet those requirements
• Ensuring consistent and appropriate communication with customer( s) for service-related enquiries and issues
• Assisting in defining service models and in assessing the impact of new services or changes to existing services through the service portfolio management process
• Identifying opportunities for service improvements, discussing these with the customer and raising RFCs as appropriate
• Liaising with the appropriate process owners throughout the service lifecycle
Soliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
• Providing input in service attributes such as performance, availability etc.
• Representing the service across the organization
• Understanding the service (components etc.)
• Serving as the point of escalation (notification) for major incidents relating to the service
• Representing the service in change advisory board (CAB) meetings
• Participating in internal service review meetings (within IT)
• Participating in external service review meetings (with the business)
• Ensuring that the service entry in the service catalogue is accurate and is maintained
• Participating in negotiating service level agreements (SLAs) and operational level agreements (OLAs) relating to the service
• Identifying improvement opportunities for inclusion in the continual service improvement (CSI) register
• Working with the CSI manager to review and prioritize improvements in the CSI register
• Making improvements to the service
• Serving as the point of escalation (notification) for major incidents relating to the service • Representing the service in change advisory board (CAB) meetings
• Participating in internal service review meetings (within IT)
• Participating in external service review meetings (with the business)
• Ensuring that the service entry in the service catalogue is accurate and is maintained
Participating in negotiating service level agreements (SLAs) and operational level agreements (OLAs) relating to the service
• Identifying improvement opportunities for inclusion in the continual service improvement (CSI) register
• Working with the CSI manager to review and prioritize improvements in the CSI register
• Making improvements to the service.
В целом, книга понравилось, много интересных моментов. Стоит потраченных денег однозначно.
Оценка: 5/5
