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VeriSM - A Pocket Guide

Paperback Engels 2018 9789401802727
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Samenvatting

This pocket guide will introduce you to VeriSM key concepts and the VeriSM model and help you to understand how they can apply in your organization.

VeriSM is an approach that offers value-driven, evolving, responsive, and integrated service management. VeriSM is designed to enable organizations and professionals understand how to create a flexible operating model using Governance, Service Management Principles and a Management Mesh to define, produce, provide and respond to consumer requirements for service.

VeriSM is essential reading for anyone who works within a service organization. It will be of particular interest to:
- Managers - who want to understand how to leverage evolving management practices;
- Service owners and service managers - who need to bring their skills up to date and understand how service management has changed;
- Executives - who are accountable for effective service delivery;
- Graduates and undergraduates - who will be joining organizations and who need to understand the principles of service management.

Specificaties

ISBN13:9789401802727
Taal:Engels
Bindwijze:paperback
Aantal pagina's:180
Druk:1
Verschijningsdatum:9-4-2018
Hoofdrubriek:IT-management / ICT
ISSN:

Expertrecensies (1)

VeriSM - A Pocket Guide
Robert den Broeder | 19 april 2018
Managers en bestuurders hebben het niet makkelijk tegenwoordig. Er verschijnen steeds nieuwe technologieën en managementmodellen en er is sprake van toenemende concurrentie van jonge en uiterst wendbare ondernemingen.
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Zeer goed Goed Voldoende Matig Slecht

Over Simon Dorst

Simon has over 25 years’ international experience in in the development and delivery of various Service and Project Management consulting and training assignments. Known as the ‘ITIL Zealot’, he is always looking for the most effective and efficient way of delivering managed services, using ITIL, VeriSM, SIAM or whichever other enabling practice. Simon was the Lead Architect for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and was a founder member of the SIAM Foundation BoK architect team, as well as a Subject Matter Expert for both EXIN and BCS in developing the accreditation around this. In 2017 the team were awarded the title Thought Leaders of the Year at the Professional Service Management Awards by the itSMF UK. He was a contributor to the VeriSM publication, and co-authored the VeriSM pocket guide, and is the WA State Branch Chair for the itSMF Australia and has been active in the committee, seminars and conferences for over 15 years. He is a pragmatic thinker, who is always looking for the most effective and efficient way of conducting business. Combining a technical background, service orientation, industry best practices, analytical mind and his knowledge of and experience in IT Service Management, he is exceptionally qualified to advice organisations on improving their (IT Service) management processes.

Andere boeken door Simon Dorst

Over Michelle Major-Goldsmith

Michelle Major-Goldsmith Manager, Service Management Capability, Kinetic IT. Michelle Major-Goldsmith is originally from the UK but is now based in Perth, Western Australia. She has over 25 years industry experience and has worked in almost every continent across the globe. Originally from a social sciences background, Michelle crossed over into IT with a Master’s Degree in Computer Based Information Systems. Michelle is the Lead Architect for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and was a founder member of the SIAM Foundation BoK architect team, as well as a Subject Matter Expert for both EXIN and BCS in developing the accreditation around this. In 2017 the team were awarded the title Thought Leaders of the Year at the Professional Service Management Awards by the itSMF UK. More recently Michelle has been involved in the creation of the IFDC’s VeriSM approach and she is also one of the authors of the 'VeriSM Pocket Guide'. Michelle has been an active committee member of various service management groups and forums for many years. She is currently a committee member of the itSMF, Western Australia Branch as well as a representative of the AXELOS Accredited Training Provider Working Group. Michelle is currently engaged ostensibly in the consulting and training space, she is passionate about service management and all best and enabling practices. In 2010 she was awarded the UK itSMF Trainer of the Year award. In 2017 Michelle was awarded the Service Management Champion of the Year by itSMF Australia.

Andere boeken door Michelle Major-Goldsmith

Over Doug Tedder

Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners. Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles. Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, and Organizational Change Management. Doug was also recognized as an “IT Industry Legend” by Cherwell Software in 2016. Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™ and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).

Andere boeken door Doug Tedder

Inhoudsopgave

Structure of this pocket guide 8

1 Introducing VeriSM 11

PART 1 Services and service management
2 Organizational context 17
3 Operating in a world of digital transformation 27
4 Service culture 31
5 People: roles, competences and teams 35
6 Common service provider challenges 41

PART 2 The VeriSM model
7 The VeriSM model 63
8 The VeriSM model: Governance 67
9 The VeriSM model: Service Management Principles 69
10 The VeriSM model: Management Mesh 73
11 The VeriSM model: Define 87
12 The VeriSM model: Produce 93
13 The VeriSM model: Provide 99
14 The VeriSM model: Respond 105
15 Adapting the VeriSM model 111

PART 3 Management practices and emerging technologies
16 Progressive management practices 119
17 Agile 121
18 DevOps 127
19 Service Integration and Management (SIAM®) 133
20 Lean 137
21 Shift Left 143
22 Customer and user experience 149
23 Continuous delivery 155
24 Other practices and techniques 159
25 Emerging technologies and service management 161
26 Getting started with VeriSM 169

Definitions 171

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