Pragmatic Application of Service Management: The Five Anchor Approach
By Suzanne Van Hove and Mark Thomas
()
About this ebook
Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management is the first book to provide guidance on creating an integrated system based on COBIT®5, ISO/IEC 20000 and ITIL. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function.
Packed with instructive illustrations, helpful tables and the authors’ very own Five Anchor Approach, this book is ideal for anyone who is considering adopting, adapting or merging COBIT®5, ISO/IEC 20000 and ITIL.
Suzanne Van Hove
Dr. Suzanne D. Van Hove, Founder and CEO of SED-IT, holds degrees from several universities and has certifications in ITIL and ISO/IEC 20000. She continues to be active in itSMF USA, as well as within the international community.
Read more from Suzanne Van Hove
Pragmatic Application of Service Management: The Five Anchor Approach Rating: 0 out of 5 stars0 ratingsIt's All About Relationships: What ITIL® doesn't tell you Rating: 0 out of 5 stars0 ratings
Related to Pragmatic Application of Service Management
Related ebooks
Ten Steps to ITSM Success: A Practitioner’s Guide to Enterprise IT Transformation Rating: 0 out of 5 stars0 ratingsITIL® 4 Direct, Plan and Improve (DPI): Your companion to the ITIL 4 Managing Professional and Strategic Leader DPI certification Rating: 0 out of 5 stars0 ratingsAvailability and Capacity Management in the Cloud: An ITSM Narrative Account Rating: 0 out of 5 stars0 ratingsITIL 4: High-velocity IT: Reference and study guide Rating: 0 out of 5 stars0 ratingsRelease and Deployment: An ITSM narrative Rating: 4 out of 5 stars4/5The Definitive Guide to IT Service Metrics Rating: 5 out of 5 stars5/5Problem Management: An implementation guide for the real world Rating: 0 out of 5 stars0 ratingsAn Education in Service Management: A guide to building a successful service management career and delivering organisational success Rating: 0 out of 5 stars0 ratingsIT Manager's Handbook: Getting your New Job Done Rating: 0 out of 5 stars0 ratingsChange Manager: Careers in IT service management Rating: 0 out of 5 stars0 ratingsITIL Lifecycle Essentials: Your essential guide for the ITIL Foundation exam and beyond Rating: 0 out of 5 stars0 ratingsIT Service Desk A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsChange and Release Management A Complete Guide Rating: 0 out of 5 stars0 ratingsIT Service Desk ITSD Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsITIL 4: Create, Deliver and Support: Reference and study guide Rating: 0 out of 5 stars0 ratingsITSM Value Streams: Transform opportunity into outcome Rating: 0 out of 5 stars0 ratingsITIL Integration Exercises Rating: 0 out of 5 stars0 ratingsDisaster Recovery A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsService Integration and Management (SIAM™) Professional Body of Knowledge (BoK), Second edition Rating: 0 out of 5 stars0 ratingsIT for Business (IT4B): From Genesis to Revolution, a business and IT approach to digital transformation Rating: 0 out of 5 stars0 ratingsIT Operations Management A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCatalogs, Services and Portfolios: An ITSM success story Rating: 0 out of 5 stars0 ratingsService Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition Rating: 0 out of 5 stars0 ratingsIT Operations A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsThe ITSM Iron Triangle: Incidents, changes and problems Rating: 5 out of 5 stars5/5The SAM Leader Survival Guide: A Practical Success Guide for Software Asset Management Professionals Rating: 0 out of 5 stars0 ratingsITSM Processes A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsService Catalogue A Clear and Concise Reference Rating: 0 out of 5 stars0 ratings
Computers For You
Deep Search: How to Explore the Internet More Effectively Rating: 5 out of 5 stars5/5SQL QuickStart Guide: The Simplified Beginner's Guide to Managing, Analyzing, and Manipulating Data With SQL Rating: 4 out of 5 stars4/5Mastering ChatGPT: 21 Prompts Templates for Effortless Writing Rating: 5 out of 5 stars5/5How to Create Cpn Numbers the Right way: A Step by Step Guide to Creating cpn Numbers Legally Rating: 4 out of 5 stars4/5Network+ Study Guide & Practice Exams Rating: 4 out of 5 stars4/5Procreate for Beginners: Introduction to Procreate for Drawing and Illustrating on the iPad Rating: 0 out of 5 stars0 ratingsThe ChatGPT Millionaire Handbook: Make Money Online With the Power of AI Technology Rating: 0 out of 5 stars0 ratings101 Awesome Builds: Minecraft® Secrets from the World's Greatest Crafters Rating: 4 out of 5 stars4/5Creating Online Courses with ChatGPT | A Step-by-Step Guide with Prompt Templates Rating: 4 out of 5 stars4/5Ultimate Guide to Mastering Command Blocks!: Minecraft Keys to Unlocking Secret Commands Rating: 5 out of 5 stars5/5AP Computer Science Principles Premium, 2024: 6 Practice Tests + Comprehensive Review + Online Practice Rating: 0 out of 5 stars0 ratingsCompTIA Security+ Practice Questions Rating: 2 out of 5 stars2/5Grokking Algorithms: An illustrated guide for programmers and other curious people Rating: 4 out of 5 stars4/5Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are Rating: 4 out of 5 stars4/5CompTIA IT Fundamentals (ITF+) Study Guide: Exam FC0-U61 Rating: 0 out of 5 stars0 ratingsChildhood Unplugged: Practical Advice to Get Kids Off Screens and Find Balance Rating: 0 out of 5 stars0 ratingsChatGPT Ultimate User Guide - How to Make Money Online Faster and More Precise Using AI Technology Rating: 0 out of 5 stars0 ratingsPractical Lock Picking: A Physical Penetration Tester's Training Guide Rating: 5 out of 5 stars5/5Elon Musk Rating: 4 out of 5 stars4/5Dark Aeon: Transhumanism and the War Against Humanity Rating: 5 out of 5 stars5/5The Professional Voiceover Handbook: Voiceover training, #1 Rating: 5 out of 5 stars5/5Master Builder Roblox: The Essential Guide Rating: 4 out of 5 stars4/5Hacking: Ultimate Beginner's Guide for Computer Hacking in 2018 and Beyond: Hacking in 2018, #1 Rating: 4 out of 5 stars4/5
Reviews for Pragmatic Application of Service Management
0 ratings0 reviews
Book preview
Pragmatic Application of Service Management - Suzanne Van Hove
Resources
INTRODUCTION
Thanks for picking up this book!
If you are looking for a book to help you implement
COBIT®5, ISO/IEC 20000 or ITIL®, put this book down and go find the actual documentation from COBIT, ISO/IEC 20000 and ITIL. Frankly, this isn’t the book for you.
This book addresses how to use COBIT5, ISO/IEC 20000-1:2011 and ITIL together to create a stronger and more robust Service Management System (SMS). We recognize there are many service management frameworks, standards and methodologies, including those within project management (PMI®, P30®, PRINCE2®). On purpose, we didn’t include every service management framework, standard or methodology, or any of the project management frameworks for two reasons:
Project management deals with the planning and execution of a defined, funded and agreed plan of action.
We wanted to keep the book manageable:
Simple is effective.
This is a book on how to evaluate and assess a situation using the Five Anchor Framework and, based on that assessment, apply the guidance from COBIT5, ISO/IEC 20000-1 and ITIL to create a comprehensive improvement plan. We’ve provided a table at the end of the book where we have mapped COBIT5, ISO/IEC 20000-1 and ITIL to assist in the information gathering.
Use this book to think differently, leverage the strengths of COBIT5, ISO/IEC 20000-1 and ITIL, and mitigate the inherent weaknesses in each.
Happy Reading!
Suzanne and Mark
CHAPTER 1: WHY THIS BOOK
As independent consultants, we are constantly asked the same set of questions:
Aren’t these frameworks for big companies only?
"Where do we start? What do we have to do?"
What do we measure?
Is there a difference between ‘prescriptive’ and ‘suggestive’ when it comes to frameworks?
"Isn’t ITIL (insert any other service management framework/standard/methodology¹) better than COBIT (insert any other service management