Adopting IT Service Management disciplines is a journey for the service provider (and the customers). Here is a partial list of references which have guided me.
Implementation Guidance
- The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps (book), Gene Kim et al.
- An opinionated pathway to adopting ITSM disciplines.
- Owning ITIL (book), Rob England
- No nonsense guidance from the IT Skeptic
- ITIL: practice and theory-an empirical study (pdf), Hirth and Melander
- A broad ranging discussion with key insights in their Propositions section.
Framing of ITSM
- The ISM Method: Past, Present and Future of IT Service Management (book) (sample), Wim Hoving and Jan van Bon
- If ITIL is the PMBOK®Guide of ITSM, is ISM its PRINCE2? Prescriptive and implementable! Also, lots of great insights into framing the relationship with the business (aka customer).
- Yet another Service Management Model (website)
- A Creative Commons licensed, refactoring of ITIL and ISO20000 concepts by the gurus at it-processmaps.com
What is a Service?
- ANATOMY OF A SERVICE A Practical Guide To Defining IT Services (pdf), Jack Probst
- Jack sees the dilemma and gives good advice. I am still looking for someone to explain the ‘fitness for purpose’ criteria for service definitions in terms of the ITSM processes that will be consuming and updating Service Catalog information.
- Servicing ITSM: A HANDBOOK OF SERVICE DESCRIPTIONS FOR IT SERVICE MANAGERS AND A MEANS FOR BUILDING THEM (book), Randy A. Steinberg
- The first half is an excellent discussion around identifying services. Randy gets carried away in the second half and casts the whole of ITIL as a collection of services.
What process should we tackle next?
- Building a Software Tool for Transparent and Efficient Process Assessments in IT Service Management (pdf), Shrestha et al.
- Using ISO/IEC 15504 with an ITSM Process Assessment Model to identify opportunities for improvement.
Evidence for the usefulness of ITIL
- Review of recent ITIL® studies (pdf) also by Rob England