IT Service Management

Jenny Dugmore and Shirley Lacy

This publication is a comprehensive introduction to service management. It offers explanations, guidance and recommendations and has been produced to meet the needs of commercial and public sector organizations. It is aimed at managers and staff responsible for implementing, maintaining, improving or procuring service management. Managers will find it will help them get to grips with best practice, objectives, benefits and the possible problems of service management. It recognizes that services and service management are essential for organizations to generate revenue or be cost-effective.

Contents: Planning and implementing service management Organization and staffing considerations Service delivery processes Relationship processes Resolutions processes Control processes Release processes Automation of service management Guidance on SLAs

Service management reports Preparing for a BS 15000 audit                                              Paperback 148 pages 2003 ISBN 0 580 42764 1 BSI order ref BIP 0005 BSI

Jenny Dugmore and Shirley Lacy

Contents: BS 15000 A service management standard Why BS 15000? Other standards and best practices Compliance and certification audits Scoping for service management Building the business case for BS 15000

Preparing for an audit Using BS 15000 to select your service provider                           Royal paperback 92 pages 2004 ISBN 0 580 43557 1 BSI order ref BIP 0030 BSI

Jenny Dugmore and Shirley Lacy

Contents: Introduction People and processes Mapping responsibilities Motivation and morale Developing capability Leadership and managing people New or changed services Automation BS 15000 and organizational structure Management and communication of change

Royal paperback 94 pages 2005 ISBN 0 580 44635 2 BSI order ref BIP 0031 BSI

Jenny Dugmore and Shirley Lacy

Contents: Why do metrics matter? Policy, process and accountability What is a good report Types of metric Target audience Design guidelines Documenting metrics PDCA cycle and service reporting Baselining and benchmarking Techniques.

Royal paperback 98 pages 2004 ISBN 0 580 44636 0 BSI order ref BIP 0032 BSI

Jenny Dugmore and Shirley Lacy

Contents include: What is BS 15000? The purpose of BS 15000 The Achieving BS 15000 series End-to-end service The three processes Management system standard Links to service reporting (BS 15000-1, clause 6.2) The supply chain Mirror image processes Complex supply chains Organizations involved in end-to-end services Service provider Using BS 15000 to select a supplier Service level management (BS 15000-1, clause 6.1) What is service level management? The service catalogue SLAs Operational level agreement (OLA)

Targets as personal objectives Business relationship management Understanding the customer Complaints procedure Supplier management Contracts and formal agreements Flow of information and control Process interface management Policy, process and procedure as a hierarchy, Example policies The PDCA cycle of improvements Review meetings Business relationship management reviews Supplier management reviews. Royal paperback 2005 ISBN 0 580 44637 9 BSI order ref BIP 0033 BSI

Jenny Dugmore and Shirley Lacy

• Royal paperback
• 2005
• ISBN 0 580 44639 5
• BSI order ref BIP 0035
• BSI

Jenny Dugmore and Shirley Lacy

Contents include:                                       What is BS 15000? The purpose of BS 15000 Finance and BS 15000 BS 15000 requirements (BS 15000-1, clause 6.4) Service provider governance Financial terms and definitions Balance sheet Policy, process and procedures Why policy, process and procedure? Organization-wide policies Policies required by BS 15000-1 Policies recommended by BS 15000-2 Planning for effective financial control Cost models and cost types Selecting the right cost types Using a costs model Budgeting and accounting processes Establishing a budget Monitoring and reporting costs Budget variance and risk management

Financial responsibilities BS 15000 and management commitment Who does financial management? Charging BS 15000-2 recommendations Impact of charging Basis for charging Differences between commercial and in-house service providers The Plan-Do-Check-Act (PDCA) cycle Interfaces to other service management processes Implications for integrated service management Example metrics and audit evidence Regulatory and legal compliance. Royal paperback 2005 ISBN 0 580 44638 7 BSI order ref BIP 0034 BSI

Jenny Dugmore and Shirley Lacy

Contents include: What is BS 15000? The purpose of BS 15000 The Achieving BS 15000 series The processes Project timescales Management system requirements Plan-Do-Check-Act (PDC) cycle Interfaces between processes Policy, process and procedure Management commitment Service continuity and availability management Sources of planning information Customers business plans Testing service continuity plans Keeping the initiative going

Example metrics for service continuity and availability Incident management Links to service continuity and availability management The importance of records Managing and minimizing the impact Keeping the customer informed Major incidents Problem management Known errors Problem reviews Service improvement plans Pareto analysis Kepner Tregoe. Royal paperback 2005 ISBN 0 580 44640 9 BSI order ref BIP 0036 BSI

Jenny Dugmore and Shirley Lacy

• Royal paperback
• 2005
• ISBN 0 580 44641 7
• BSI order ref BIP 0037
• BSI

Jenny Dugmore and Shirley Lacy

• Royal paperback
• 2005
• ISBN 0 580 44642 5
• BSI order ref BIP 0038
• BSI