The ITSM Process Guide: Developing, Reengineering, and Improving IT Service Management Book Available
FORT LAUDERDALE, FL — August 26, 2010 — ITSM Academy announced today The ITSM Process Guide: Developing, Reengineering, and Improving IT Service Management is now available in their bookstore, www.itsmbookstore.com
There is a wealth of best practice guidance available to organizations looking to design and improve IT Service Management (ITSM) processes, but what’s often missing are the step-by-step methods and techniques.
“I can’t tell how many times I’ve been asked ‘Where do we begin?’ or ’How do we keep the momentum going?’ says Donna Knapp, author of The ITSM Process Design Guide. This book is designed to provide that how to guidance.”
Knapp acknowledges how challenging it is for IT organizations to undertake process design and improvement initiatives while at the same time working to support business goals. She understands how difficult it can be to strike a balance between effective process governance (vs. bureaucracy) and constant innovation and process improvement. The goal of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management is to provide a reference guide full of practical guidance, insight and techniques that people can use whether they are in the early days of investigating and adopting IT Service Management best practices, or they are looking to improve and enhance their current capabilities.
Individuals new to IT Service Management and process design will find a proven roadmap that describes where to begin, what to do, and how to do it. Seasoned professionals will find an easy to use reference guide that is packed with checklists, how to techniques, and sample deliverables such as documents, plans and templates. All readers will appreciate this guide’s easy to read style and holistic approach to process design and improvement.
“Donna’s practical approach is applicable to any organization using any IT Service Management framework or standard,” says Jayne Groll, Co-founder and President of ITSM Academy. “In fact, this book encourages readers to explore multiple frameworks when building their IT Service Management policies, plans and processes.”
Donna Knapp has over twenty five years experience in the IT industry working as a practitioner, consultant and trainer. Recognized as an expert in the area of IT Service Management, she is a currently working with ITSM Academy as Curriculum Development Manager. Knapp holds numerous ITIL and ISO/IEC 20000 certifications including ITIL Expert™, and is a member of the ITIL International Examination Panel. She is a Certified Process Design Engineer (CPDE)® and the author of two college textbooks, “A Guide to Service Desk Concepts, Third Edition,” and “A Guide to Customer Service Skills for Service Desk Professionals, Third Edition.”
Published by J. Ross Publishing, The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management is the definitive reference guide for the Certified Process Design Engineer (CPDE)® certification.