This unique guide is written by industry thought leaders giving the inside track on new practices that could radically change IT Service Management in the next few years.

IT Service Management Global Best Practices Volume 1 is written by leading experts from many countries (UK, Spain, Ireland, Italy, Taiwan, Australia, USA, Canada, Argentina, Brazil, Belgium, Netherlands, New Zealand, Israel) and contains over 40 chapters within the following disciplines:

Trends, visions and analysis of ITSM market
Governance
Demand & portfolio & sourcing
Awareness & implementation
Organization
Modeling
Processes
Standards & frameworks
Metrics
The majority of the 40+ papers an ...

Frameworks for IT Management 2nd ed (EN version) illustrations.zip ...

The "IT Governance based on COBIT" management guide covers the same theory as the ISACA Management Guidelines publication, but it offers detailed information on the overall process model as well.



This IT Governance Management Guide is the result of a project that involved many experts from all over the world. It started out as a compact reference to one framework, but it grew into an original document on IT Governance.



It is provided for two purposes:

It is a quick-reference guide to IT governance for people that are not acquainted with this field of work.
It is a high-level introduction to ISACA's open standard COBIT 4.1 that will encourage further study. This guid ...

This book brings together The Open Group’s set of publications addressing risk management, which have been developed and approved by The Open Group. It is presented in three parts:



The Technical Standard for Risk Taxonomy
Technical Guide to the Requirements for Risk Assessment Methodologies
Technical Guide: FAIR – ISO/IEC 27005 Cookbook

Part 1: Technical Standard for Risk Taxonomy This Part provides a standard definition and taxonomy for information security risk, as well as information regarding how to use the taxonomy. The intended audience for this Part includes

anyone who needs to understand and/or analyze a risk condition. This includes, but is not limited to: ...

The Open Group’s long awaited guidance on Cloud is now Published! Cloud Computing is the major evolution today in computing. It describes how the internet has enabled organisations to access computing resources as a commodity and when needed – in much the same way as households access household utilities.

For Enterprises with complex and expensive IT systems, the idea of paying on demand for someone else to provide IT services is attractive. This authoritative guide is specifically designed for business managers to understand the benefits that can be achieved; including


Improved timeliness and agility
Resource optimisation
Control and reduction of costs
More innovation
Increased ...

This is the Official Hardcopy publication of The Open Group Architecture Framework

This Pocket Guide is based on TOGAF™ Version 9 Enterprise Edition. It is intended to help architects focus on the efficient and effective operations of their organization and senior managers understand the basics of TOGAF with materials derived from The Open Group's TOGAF 9 documentation and contributions from members of The Open Group Architecture Forum.

Target Groups

Enterprise architects, business architects, IT architects, data architects, systems architects, solutions architects, and senior managers seeking a first introduction to TOGAF

A prior knowledge of enterprise architecture is not required. Afte ...

Foundations of ITSM based on ITIL (EN version) illustrations.zip ...

Effective management of business information is critically important for modern organizations. The Business Information Systems Library (BiSL) is a generic framework and a domain standard which is consistent with ITIL and ASL. As outsourcing of ICT activities increases, it is essential to maintain control of the services being delivered.


Supported EXIN BiSL Exams, this book describes a process framework for business information management, encompassing the best way to manage and execute business information management in day-to-day practice, and explaining how BiSL can help. ...

This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations.



A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions.


It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizati ...

This introduction, the sister publication to the ABC Card Deck is a new approach to dry and formal training and change programs. Making strong and sound points with a dash of humor, it was designed and drawn by Paul Wilkinson and Jan Schilt. It covers the soft skills, which are ultimately pivotal to any ICT operation.

Key Features

Covers 'Attitude, Behaviour and Culture' concepts that are critical to make ICT really happen
35 fantastic case studies and examples from industry experts of where things can go wrong - and how to make them right
Used globally by leading consultants and trainers in the field
Assess worst practices and take first practical steps in solving them ...