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Index
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi
About the Authors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxiii
Chapter 1
How Business Practices Improve Service and
Improve Service . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Lower Cost and Understanding the Value of IT
Realizing Business Objectives for an
Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Chapter 2
Overview of ITIL . . . . . . . . . . . . . . . . . . . . . . . . . . .19
IT Service Management . . . . . . . . . . . . . . . . . . . . . .22
IT Service Strategy . . . . . . . . . . . . . . . . . . . . . . . . .24
IT Service Portfolio Management . . . . . . . . . . . . . . .27
Demand Management . . . . . . . . . . . . . . . . . . . . . . .32
IT Service Catalog Management . . . . . . . . . . . . . . . .34
IT Service Level Management . . . . . . . . . . . . . . . . .38
Change Management . . . . . . . . . . . . . . . . . . . . . . .46
Request Fulfillment . . . . . . . . . . . . . . . . . . . . . . . .48
Continual Service Improvement . . . . . . . . . . . . . . . .50
Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Chapter 3
Managing Change . . . . . . . . . . . . . . . . . . . . . . . . . .57
Managing Your ITSM Change Initiative . . . . . . . . . . .61
Institutionalizing Your ITSM Change Initiative . . . . . .78
Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Chapter 4
Define Service-Based IT Financial
Implement the IT Financial Management
Develop a Roadmap for Improving IT Financial
Improve IT Financial Management Practices to
Improving IT Charging Based on Services . . . . . . . .120
Improve IT Budgeting Based on the
Improve Value-Added Financial Management
Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138
Chapter 5
Use Business Cases to Improve the Value of
The Intent and Purpose of a Business
Benefits of an Effective Business Case Process . . . .144
Establish Process: Developing an Effective
Project Design: Develop the Business Case . . . . . . .157
IT Investment Selection: Choose the Most Valuable
Deployment and Post-Deployment: Measure and
Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .177
Chapter 6
What Is Performance Measurement for
Why Use Performance Measurement for Your IT
The Balanced Scorecard Adapted for
Managing Development and Use of Your
How Do You Populate Your IT Scorecard with
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