Pragmatic Application of Service Management: The Five Anchor Approach by Suzanne Van HovePragmatic Application of Service Management: The Five Anchor Approach by Suzanne Van Hove

Pragmatic Application of Service Management: The Five Anchor Approach

bySuzanne Van Hove, Mark Thomas

Paperback | December 15, 2016

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

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

New in the second edition

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, instructive illustrations, and helpful tables to create an integrated system based on COBIT, ISO/IEC 20000, ITIL, and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function.

Pragmatic Application of Service Management now features a short chapter on applying the Five Anchors Approach to integrating service management frameworks in very small enterprises (VSEs), and contains five new ‘caselets’ (short case studies).

About the authors
Dr Suzanne D. Van Hove
is the founder and CEO of SED-IT, an international consortium of service management professionals. A recipient of the Industry Knowledge and Lifetime Achievement awards from itSMF USA, she is an advocate for professionalism within service management.

Mark Thomas is the founder and president of consulting firm Escoute Consulting. As a well-known ITIL and COBIT expert with over 20 years of professional experience, Mark’s background spans leadership roles from data centre CIO to management to IT consulting.

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 seminar...
Title:Pragmatic Application of Service Management: The Five Anchor ApproachFormat:PaperbackDimensions:154 pages, 8.5 × 5.5 × 0.33 inPublished:December 15, 2016Publisher:IT Governance Publishing LtdLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:1849288755

ISBN - 13:9781849288750

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Table of Contents

Introduction 1Chapter 1: Why This Book 3The Focus 4Strengths 5The Five Anchors and Caselets 6Chapter 2: COBIT, ISO/IEC 20000, ITIL and CMMI-SVC 7Overview of COBIT 7ISO/IEC 20000-1:2011 14Overview of ITIL 18Overview of CMMI-SVC 23Improvement Models 28Summary 36Chapter 3: Addressing VSEs 37Chapter 4: The Five Anchors 41The Five Anchors 41Structure 43Chapter 5: Caselet #1 - Governance 45The Five Anchors 45Improvement Model Application 50Solution References: 50Chapter 6: Caselet #2 - Resource Optimization 53The Five Anchors 54Improvement Model Application 58Solution References: 59Chapter 7: Caselet #3 - Risk Management 61The Five Anchors 61Improvement Model Application 65Solution References: 66Chapter 8: Caselet #4 - Achieve Business Outcomes 67The Five Anchors 68Improvement Model Application 73Solution References: 74Chapter 9: Caselet #5 - Compliance & Improvement 75The Five Anchors 75Improvement Model Application 79Solution References: 80Chapter 10: Caselet #6 - Strategic Alignment 81The Five Anchors 82Improvement Model Application 85Solution References: 86Chapter 11: Caselet #7 - Security, Compliance & Risk 89The Five Anchors 90Improvement Model Application 94Solution References: 94Chapter 12: Caselet #8 - Value-based Portfolio 97The Five Anchors 98Improvement Model Application 102Solution References: 102Chapter 13: Caselet #9 - Strategic Choice & Market Conditions 105The Five Anchors 106Improvement Model Application 110Solution References: 111Chapter 14: Caselet #10 - Plan & Use Resources 113The Five Anchors 114Improvement Model Application 118Solution References: 119Appendix A: The Map 121ITG Resources 135