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Chapter 1: Introduction1.1 The Changing Role of IT1.2 The Importance of IT Service Management Processes1.3 Using Process Frameworks and Standards1.4 IT Service Management Frameworks 1.4.1 Complementary Frameworks1.5 IT Service Management Standard - ISO/IEC 200001.6 The Value Chain and Its Effect on Processes1.7 Assessing Process MaturitySummaryDiscussion TopicsReview QuestionsChapter 2: Defining and Analyzing Customer Requirements2.1 Gathering Requirements 2.1.1 Surveying Customers 2.1.2 Conducting a Needs Assessment 2.1.3 Creating and Using Service Level Agreements 2.1.4 Benchmarking2.2 Translating Customer RequirementsSummaryDiscussion TopicsReview QuestionsChapter 3: Quality Management Principles3.1 Quality Management Basics 3.1.1 Total Quality Management 3.1.2 Malcolm Baldrige National Quality Award 3.1.3 Capability Maturity Model(R) Integration 3.1.4 Six Sigma 3.1.5 Lean Six Sigma 3.1.6 ISO 9000 and ISO 90013.2 Process Design Considerations 3.2.1 Developing Processes 3.2.2 Reengineering Processes 3.2.3 Improving ProcessesSummaryDiscussion TopicsReview QuestionsChapter 4: Defining and Documenting Processes4.1 Distinguishing Policies, Processes, Procedures, and PlansSummaryDiscussion TopicsReview QuestionsChapter 5: Assessing Process Maturity5.1 Getting Started5.2 Assessing Incident Management Maturity 5.2.1 Level 1 (Initial): Characteristics 5.2.2 Level 1 (Initial): Challenges and Transition Steps 5.2.3 Level 2 (Repeatable): Characteristics 5.2.4 Level 2 (Repeatable): Challenges and Transition Steps 5.2.5 Level 3 (Defined): Characteristics 5.2.6 Level 3 (Defined): Challenges and Transition Steps 5.2.7 Level 4 (Managed): Characteristics 5.2.8 Level 4 (Managed): Challenges and Transition Steps 5.2.9 Level 5 (Optimizing): Characteristics 5.2.10 Level 5 (Optimizing): Challenges and Transition StepsSummaryDiscussion TopicsReview QuestionsChapter 6: Process Design and Improvement Steps6.1 Step 1: Determine Management's Vision and Level of Commitment6.2 Step 2: Establish a Project and Form a Project Team6.3 Step 3: Define the Process and Identify Customer Requirements6.4 Step 4: Document the "As Is" Process and Baseline Current Performance6.5 Step 5: Assess Conformance to Customer Requirements6.6 Step 6: Benchmark Current Performance6.7 Step 7: Design or Redesign Process6.8 Step 8: Solicit Feedback, Fine-tune, and Finalize the Design6.9 Step 9: Implement the New Process6.10 Step 10: Assess Performance and Continually ImproveSummaryDiscussion TopicsReview QuestionsChapter 7: Process Design and Improvement Tools and Techniques7.1 Process Maps 7.1.1 High-Level Integration Map 7.1.2 Relationship Maps 7.1.3 Cross-Functional Map 7.1.4 Flowcharts7.2 Seven Basic Tools of Quality 7.2.1 Cause-and-Effect Diagrams 7.2.2 Check Sheets 7.2.3 Control Charts 7.2.4 Histograms 7.2.5 Pareto Charts 7.2.6 Scatter Diagrams7.3 Miscellaneous Tools and Techniques 7.3.1 Producing a Business Case 7.3.2 Calculating Return on Investment 7.3.3 Creating a RACI MatrixSummaryDiscussion TopicsReview QuestionsChapter 8: Producing Meaningful Metrics8.1 Producing Meaningful Metrics: Common Practice8.2 Producing Meaningful Metrics: Best Practice 8.2.1 Implementing a Metrics Program 8.2.2 Using Metrics to Achieve Business and Process Improvement Goals 8.2.3 Automatically Monitoring Metrics and Publishing Reports8.3 The Role of Service Level Management8.4 Keys to a Successful Metrics ProgramSummaryDiscussion TopicsReview QuestionsChapter 9: Managing Organizational Change9.1 Change Preparation9.2 MotivationSummaryDiscussion TopicsReview QuestionsChapter 10: IT Service Management Technologies10.1 Evaluating and Selecting Technologies 10.1.1 Define Your Goals 10.1.2 Define Your Technology Requirements 10.1.3 Weight Your Technology Requirements 10.1.4 Identify Candidate Vendors 10.1.5 Evaluate the Candidates 10.1.6 Evaluate the Finalists 10.1.7 Make a Final DecisionSummaryDiscussion TopicsReview QuestionsAppendix A-Sample Process Definition DocumentAppendix B-Sample Document Control SheetAppendix C-Sample High-Level Implementation PlanAppendix D-Sample Key Performance IndicatorsAppendix E-Sample Communication PlanAppendix F-Sample Training PlanAppendix G-Additional Sources of InformationGlossary of TermsIndex
Donna Knapp is a Certified Process Design Engineer (CPDE)(R) with over 25 years of experience in the IT industry. Donna holds multiple ITSM certifications including: ITIL Expert(TM), ITIL(R) Service Manager, and various ITIL(R) Intermediate and Capability certifications. Donna was one of the first globally to achieve the ITIL Expert(TM) and Certified Process Design Engineer (CPDE)(R) certifications. She also holds the ISO/IEC 20000 Foundation and Consultant Certificates, and the Microsoft(R) Operations Framework (MOF) Foundation Certificate. Donna serves as ITSM Academy's Curriculum Development Manager, sits on the ITIL(R) V3 International Examination Panel, and is the author of two textbooks: A Guide to Service Desk Concepts, Third Edition and A Guide to Customer Service Skills for the Service Desk Professional, Third Edition. She is also the author of the highly successful seminar "Achieving High Customer Satisfaction: Customer Service Skills for the Service Desk Professional." Donna's background includes working as a practitioner, consultant, and trainer, and she brings to every engagement her practical experience and knowledge of ITSM topics. She is known as an entertaining, informative and sought-after speaker and seeks to promote the processes and best practices required to deliver high-quality customer support and IT services.