The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

A typical characterization of EuroSPI is reflected in a statement made by a c- pany: “. . . the biggest value of EuroSPI lies in its function as a European knowledge and experience exchange mechanism for SPI and innovation. ” Since its beginning in 1994 in Dublin, the EuroSPI initiative has outlined that there is not a single silver bullet to solve SPI issues, but that you need to understand a c- bination of different SPI methods and approaches to achieve concrete benefits. The- fore each proceedings volume covers a variety of different topics, and at the conf- ence we discuss potential synergies and the combined use of such methods and - proaches. These proceedings contain selected research papers for five topics: Section I: SPI Tools Section II: SPI Methods Section III: SPI in SMEs Section IV: Economic Aspects of SPI Section V: The Future of SPI Section I presents studies on SPI tools. The authors provide an insight into new tools which can be used for SPI. Willem Bekkers et al. present a new assessment method and tool for software product management. Ismael Edrei-Espinosa-Curiel et al. illustrate a graphical approach to support the teaching of SPI. Paul Clarke and coworkers deal with an analysis and a tool to help real adoption of standards like ISO 12207 and they focus on SPI implementation and practices. Esparanca Amengual et al. present a new team-based assessment method and tool.

SqEME® is an open standard for developing a processed-centred architecture of an enterprise. It may be reproduced freely by any organization wishing to use it to develop a governance structure on the quality of their business processes. SqEME® Process Management is a method that facilitates discussion of the design of the organization, in a subtle but unambiguous way. Processes have to hold a prominent place in observing organizations: how are the different parts of the organization tuned to each other and how does adequate communication take place? SqEME® as a methodology views processes from four different perspectives. SqEME® calls these windows , by means of which one seeks for the Constitution, Chemistry, Correspondence and Construction of the enterprise. SqEME® is the result of more than twenty years experience with the management of business processes within various organizations. SqEME® has been applied successfully in industry (chemistry, automotive, construction, paper), in the business sector (IT service, healthcare), in the non-profit sector, and in public companies such as the Prosecution Counsel, County Councils and local authorities. This book is particularly aimed at professionals who are involved in the change process within process-driven organizations. Anyone wishing to familiarize themselves with process-centred thinking will be pleased to find that this book adopts an innovative, yet practice-proven approach. The SqEME® Foundation is a platform for discussing the method and its application, where insights into the basic assumptions and backgrounds are shared: www.sqeme.org.

This book deals with the issues of modelling management processes of information technology and IT projects while its core is the model of information technology management and its component models (contextual, local) describing initial processing and the maturity capsule as well as a decision-making system represented by a multi-level sequential model of IT technology selection, which acquires a fuzzy rule-based implementation in this work. In terms of applicability, this work may also be useful for diagnosing applicability of IT standards in evaluation of IT organizations. The results of this diagnosis might prove valid for those preparing new standards so that – apart from their own visions – they could, to an even greater extent, take into account the capabilities and needs of the leaders of project and manufacturing teams. The book is intended for IT professionals using the ITIL, COBIT and TOGAF standards in their work. Students of computer science and management who are interested in the issue of IT project and technology management are also likely to benefit from this study. For young students of IT, it can serve as a source of knowledge in the field of information technology evaluation. This book is also designed for specialists in modelling socio-technical systems.

This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation & structure and enablers and blockers to successful service management.

Pink Elephant is the world leader in IT management best practices, offering solutions to public and private businesses worldwide, many of them listed in the Fortune 500. The Company specializes in improving the quality of IT services through the application of recognized frameworks, including the IT Infrastructure Library (ITIL®).

ABC is like an iceberg, much of it hidden beneath the surface, yet capable of inflicting enormous damage to your organization, or more importantly, your business! With growing importance of IT to business operations we can no longer afford to have our ITSM improvement programs and initiatives fail because of Attitude, Behavior or culture issues. This book describes what ABC is, why it is important and gives practical cases and examples in dealing with ABC issues. The book contains more than 35 case examples from industry experts and practitioners on what they have done to solve specific ABC issues. The book can be used in combination with the ABC of ICT card set for creating awareness, assessing your own worst practices and taking your first practical steps in solving them. This book provides a valuable addition on top of ITIL publications on how to ensure ITSM improvement programs can and do deliver lasting value