Agustus 17, 2018
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Download The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management
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The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management
Download The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management
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Review
I would recommend this book as an indispensible and practical reference for anyone who is actively involved in developing and improving general IT processes, and to build a strong foundation of the working skills expected of process architects. --Terry Doerscher, Chief Process Architect at Planview and co-author of Taming Change with Portfolio ManagementThis book is the definitive reference for practitioners and those pursuing the Certified Process Design Engineer (CPDE) credential. I use my CPDE knowledge base every day. The information found in this book serves the intended purpose of underpinning my ITIL knowledge and also offers practical insights to implementing ISO/IEC 20000 best practices. I often refer to this text as a primary reference to ensure proper coverage of all aspects for awareness briefings, gap analyses and preparing subsequent recommendations. --Ted Gaughan, PMP, CPDE, ITIL Expert, PA&E Global Principal Consultant
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From the Back Cover
IT organizations increasingly recognize the need to design, re-design or re-engineer, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library™ (ITIL®), Control Objectives for IT (COBIT®), Microsoft® Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. 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. While other books may touch on process design methods and techniques, there is no other publication dedicated specifically to developing, re-engineering and improving ITSM processes.This guide is also the definitive reference source for the Certified Process Design Engineer (CPDE®) qualification. The CPDE qualification imparts and validates knowledge of best practices in the assessment, design, integration, implementation, and management of ITSM processes. It recognizes the value of having a qualified CPDE within an organization and has been endorsed by The APM Group (ITIL's official accreditor) as a complimentary qualification for the ITIL Qualification Scheme.
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Product details
Paperback: 248 pages
Publisher: J. Ross Publishing (August 1, 2010)
Language: English
ISBN-10: 1604270497
ISBN-13: 978-1604270495
Product Dimensions:
6 x 0.5 x 9 inches
Shipping Weight: 14.4 ounces (View shipping rates and policies)
Average Customer Review:
5.0 out of 5 stars
4 customer reviews
Amazon Best Sellers Rank:
#1,388,495 in Books (See Top 100 in Books)
Great product great price!
Excellent book which summarizes the ITSM Process and Design. Highly recommend for ITSM professionals.
I got this book to expand my process knowledge and yep it has. I am currently looking for a class to become a CPDE. Very Good resource.
Excellent reference for process improvement projects and initiatives in the real world.
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