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IT Service Management from Hell

:	itSMF International
:	IT Service Management from Hell
:	Van Haren Publishing
:	9789087538392
:	1
:	CHF 10.70
:

:	Schulbücher Allgemeinbildende Schulen
:	English

:	129
:	DRM
:	PC/MAC/eReader/Tablet
:	PDF

This piece of work claims to be politically incorrect, sexist and IT-centric. And it achieves all three. We recommend this book to you unreservedly if you wish to provide the worst possible practices to your customers. Be aware that most of the items raised as comic issues make uncomfortable reading, because we can all identify someone who really believes in them.

	Thanks.......	6
	Foreword	12
	The cast of characters	14
	1 Highlights and heroes in the history of project management	18
	1.1 Project management - What is it?	20
	1.2 Why do it??	23
	1.3 Where it all began	25
	1.4 Great moments in the history of project management	26
	1.5 Heroes of project management	28
	1.6 The frog that turned out to be a frog despite all the kissing	28
	2 Risk Management	30
	2.1 Risk management - What it is	32
	2.2 PRAM, PRAT, CRAMM and CRIB	32
	2.3 Critical path analysis	33
	3 Getting started, planning and other stuff	36
	3.1 Doing nothing	38
	3.2 Continuing to do nothing whilst looking like doing something	39
	3.3 Managing the risk of being caught doing nothing	40
	3.4 The business case	40
	3.5 Phases of a project	41
	3.6 Go/not even if I can marry Claudia Schiffer situations	46
	3.7 Baling out	46
	4 Graphs, GANTT charts and similar time wasting activities	48
	4.1 Graphs and GANTT charts	50
	4.2 Costs	50
	4.3 Slush funds	51
	4.4 PRINCE 2	51
	5 Activities taking place	54
	5.1 Estimating how bad things are	56
	5.2 Troubleshooting	57
	5.3 Manipulating results	57
	5.4 Damage limitation	58
	5.5 Lying through your teeth	59
	5.6 Travelling in South America	59
	6 Laughing in the face of failure and smacking the bottom of criticism	62
	6.1 Report writing	64
	6.2 Hard and Soft benefits	65
	6.3 Crying in public (the benefits)	65
	7 Not ITIL.......	68
	7.1 Introduction to ITIL and ITSM	70
	7.2 Customers and Users	71
	7.3 The intelligent customer function	73
	7.4 Using consultants	74
	8 Scoping the fightback	78
	8.1 Service with a snarl	80
	8.2 Arcane pleasures	81
	9 The Help Desk from hell	84
	9.1 Help Desks	86
	9.2 Lightening the load	87
	9.3 Training	88
	9.4 Problem management	89
	9.5 Incident classification and priority coding	89
	9.6 Problem user record	90
	9.7 Change management	91
	10 Getting the IT infrastructure you want	92
	10.1 The IS strategy	94
	10.2 Scaring the pants off them	95
	10.3 Blackmail	95
	10.4 The components of the IS strategy	96
	10.5 Measuring for performance	96
	10.6 The Balanced Scorecard	96
	10.7 Quality improvements	97
	10.8 Risk management	98
	11 Providing less with more	100
	11.1 Managing resources	102
	11.2 Misunderstanding customer needs	102
	11.3 The services provided	103
	11.4 Measuring customer satisfaction	103
	11.5 Satisfaction measurement methodology	104
	12 SLAs that work	108
	12.1 Practising safe SLAs	110
	12.2 Managing change	112
	13 Capacity and cost management	114
	13.1 Capacity management	116
	13.2 Cost Management	116
	14 Costs, benefits and possible problems	118
	14.1 Costs	120
	14.2 Benefits	121
	14.3 Possible problems	122
	14.4 And finally	123
	Definitions, abbreviations and acronyms	124