Supersedes "IT infrastructure practices in small IT units" (1995, ISBN 0113306741).

ITIL V3 Small-Scale Implementation provides guidance to smaller organizations who wish to implement the ITIL guidance or who are already using it ands wish to improve their IT Service Management. The publication considers the significance of size, the characteristics of small organizations, and how to scale ITIL down for small organizations. Key features: A practical guide to scaling ITIL for use in smaller organizations. Uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions. Supersedes ISBN 9780113309801.

Diploma Thesis from the year 2009 in the subject Computer Science - Commercial Information Technology, grade: 2, Fachhochschule des bfi Wien GmbH (Projektmanagement und Informationstechnik), language: English, abstract: The IT Infrastructure Library (ITIL) framework is a defacto standard for a holistic Service Management approach. In its third version a five stage lifecycle model provides principles, roles, processes and functions next to a plurality of information for the history of a service from the cradle to the grave. Preceding activities ensure an efficient implementation of ITIL framework for different kinds of management systems used by IT departments or service providers for small and medium-sized business (SMB). This master thesis reviews the corresponding theory of ITIL and organisational change management as well as project management methods necessary for ITIL framework implementation. Most small and medium-sized businesses rush into the implementation of ITIL framework because an essential analytic planning was not or ineffectually done. The dependences and coherences between the Service Strategy, Service Design, Service Transition, Service Operation as well as Continual Service Improvement allege how to efficiently implement the holistic ITIL framework. Based on a survey of SMBs experiences and level of organisational maturity this information gets combined and framed in an implementation plan in due consideration of all coherences and dependencies to assure optimum quality of implementation. With such a plan, SMBs are in a position to generate as much as possible achievement compared with an adequate scale of effort. SMB has also the assurance that only the appropriate parts of ITIL framework are affected for its System or Service Management approach. The chain of causation starts with a summary of all five ITIL lifecycle stages and its interfaces next to a survey of SMB’s experiences with such a framework and level of organisational maturity. It ends with an implementation plan based on the participators statements and adequate project management methods for definition of objectives, pinpointing of dependencies, object and work breakdown structures and environment analysis. My major conclusion of this master thesis is that costs saving characteristics of ITIL framework do not appear by ITIL framework implementation. They appear in case of consistent application.

The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.

This open access book presents an overview and step-by-step explanation of process management. It starts with the individual participants’ perspectives on their work in a process and its structuring and harmonization, and then moves on to its specification in a model and how it is embedded in the organizational and IT environment of the company. Lastly, the book examines the joint processing of instances in the resulting socio-technical systems. A corresponding illustration, which expands with the overview, enables readers to gain a comprehensive understanding of business process management. The book presents various facets of business process management from the perspective of the participants, and introduces a selection of models that have proved useful in practice. The design of such models supports the transition from a more-or-less unstructured or unsatisfactory way of working to a structured process that corresponds to the ideas of the company and its customers. The book is intended for professionals in industry as well as students in the field of business information systems who are looking for guidelines on how to discover, create and implement real-world processes.