What to read about ITSM: books, blogs and fresh articles
Today, ITSM and ITIL are being written increasingly - including large sites. like Forbes and TechRadar . It is physically impossible to cover all the variety of sources and publications.
Therefore, we have prepared a digest for you, in which you collected the most interesting resources devoted to the implementation of ITSM in companies of different "calibers". These are books and articles about managing services, as well as personal blogs of ITSM-experts.
Picture Sascha Kohlmann / CC
Selection of articles
We'll tell you what to look for if you are thinking about automating business processes in your company. In the article, we analyze examples of situations where automation is beneficial (eliminating monotonous procedures), and when - it becomes only a burden (if you are a startup, with constantly changing work processes).
Researchers say that 81 percent of customers of all companies are always tries to solve arising problems with the product or service yourself. Because many organizations run self-service portals. When users themselves are find answer to your question, company saves money on technical support .
The article gives four more reasons for implementing a self-service portal and several tips on how to organize it. They are based on experience Per Mikkelsen (Per Mikkelsen), an expert who has worked for 20 years in the field of ITSM and CRM.
About ITAM written many articles. But in this material we tried to combine the best practices on the topic. We provide step-by-step algorithms for the implementation of IT asset management systems: how to build a financial model, how to optimize costs for various licenses and to improve the quality of control over suppliers . All this with block diagrams of interaction between IT systems and company departments.
A service approach can be used not only in the IT field, it is a tool that helps reduce transaction costs in other areas. We'll tell you, with what to start the implementation of the service desk outside IT , we will tell The reasons for the failure of many similar projects and Let's bring the cases of successful implementations . Among the latter: the automation of the work of the personnel department, the preparation of acts of reconciliation and even ordering dishes in the dining room.
An article about what can and can not be trusted by an ITSM consultant and how to evaluate his work. All recommendations are based on experience Stuart Rance, an ITIL expert, participant of international ITSM conferences and an adviser to Optimal Service Management. On how to correctly choose an ITSM consultant, Rance prepared separate material .
Naumen solution for automation of IT management based on machine learning, increases the speed of decision-making technical support by 70% . But you can optimize the business processes of the company not only with the help of intelligent digital tools. Our architect and analyst Dmitry Malkin tells us how to do this with the help of the user-friendly interface of the ITSM-system and the "seamless" implementation of new functions.
Companies in their work have to take into account UX, CX and EX - the experience of the user, the client and the employee. The article tells how brand perception affects customer behavior (in particular, their loyalty) and what should be done to ensure that the user's experience has always been positive.
SIAM (Service Integration and Management) is an approach to managing the integration of services, whose task is to simplify the work of companies with third-party service providers. By Forecasts Markets and Markets, in three years the market value of SIAM-solutions will reach four billion dollars. But not everyone can apply this methodology. In his article, the head of the association ITSMF UK Barclay Rae (Barclay Rae) deals with the most frequent reasons for the failure of SIAM projects.
Another material Barclay Ray - in it he gives five difficulties that companies face when implementing problem management systems and gives ten options for their solution. Note that Rey also participated in in creating a series of video interview , in which he communicated with representatives of the IT industry about ITSM, DevOps, ITIL and service management in general.
This is our blog, in which we share our experience with ITSM-systems, give case studies to clients and try to explain everything complicated in the sphere of service management in simple words. The materials in the blog will be useful as beginners, who are just starting their "immersion" in ITSM, and those who are "brewed" in the subject for many years.
The blog has been running since 201? during which time more than a hundred of thematic articles have accumulated there. There are new news from the ITSM-industry, best practices from experts, case studies, webinars, infographics, as well as guides from the series "How to create a template for email alerts in 10 minutes".
The AXELOS blog is updated with new publications several times a week. The results of research on the development of world ITSM practices and the history of companies' success are presented. Here you can find proven recommendations and cases from the organization developing ITIL.
This is the blog of ITSM specialist Greg Sanker, who has been engaged in information technology for almost 30 years: he was an IT operations manager at Hewlett-Packard, and now he is in charge of the services department of the Oregon Department of Taxation. Last year, he even published the book "Managing Change in IT: A Practical Guide" ( ? IT change management: a practitioner's guide
Senker managed to "fill the cones" in the management sphere and gives advice on the implementation of ITSM, based on his personal experience. The topics cover a wide range of issues: from the principles of creation of service catalogs up to cost estimates for the maintenance of IT infrastructure .
Rob England is an expert in the fields of ITSM and DevOps and author of several books on the topic . He is says , that true skepticism is the search for evidence, testing ideas for strength and rejecting any subjective assessments, so that among the information noise, there should be something really worthwhile. Therefore, in his blog you will not find obsessive advertising and praise for the sake of profit - only a sober view of the management of IT services, ITIL and CMDB.
Usually, Ingland makes short publications, which take no more than a minute to read. For example, here it describes ten agile principles that interfere with project management, and then sets out his thoughts on the impact of ITSM on DevOps.
Ryan Ogilvie, an ITSM practitioner, tells readers how to get around the complexities of implementing IT management systems. A distinctive feature of this ITSM-blog is a lot of simple and understandable examples from the life of the author as illustrations to complex information processes. The syllable is simple, easy to read. New posts are issued regularly - 5-6 times a month.
Books about the management of IT infrastructure
This is one of the books of Rob Ingland, author of the blog The IT Skeptic , about which we spoke above. Under the cover are collected examples of projects in which it is worth not to use ITIL. Here, the subtleties of the best practices described in five volumes of the third edition of ITIL are summarized. For those who have very little time for reading, the author gives hundred most popular recommendations and finished check-lists on the topic .
Picture Robert Agthe / CC
Patrick Lencioni (Patrick Lencioni) - writer and head of the organization The Table Group, which advises the management team, wrote a book in the genre of a business novel about employees of a fictional enterprise. The author hopes that the reader will be able to imagine himself as one of the heroes of the book and to understand more deeply the features of teamwork.
"Five defects of the team" will suit everyone who would like to communicate more effectively with colleagues: both managers and ordinary specialists. Lancioni also wrote other books, for example, " Why not everyone likes to go to work. The truth about the involvement of employees "And" Five temptations of CEO ".
Another book from the IT skeptic Rob Ingland. He disassembled the abundance of failure cases on the introduction of ITSM and ridiculed (in moderation) the authors of "abstruse" books on the topic. The author warns that "Introduction to real ITSM" is intended for the prepared reader: many witticisms and comments will be understood only by those who work in the industry or deal with ITSM.
This book was not written for the sake of profit - all the money from sales goes to charity. Jeffrey Tefertiller, ITSM consultant and ITIL expert, just decided to share the accumulated experience and tell the company leaders how to get the most out of ITSM business. The author also leads his YouTube channel .
A practical guide: how to build a successful career in the field of IT infrastructure management. The author of the book - Art Carapola (Art Carapola) - managed to work in 26 countries and visit the "skin" of an electrical engineer, system developer and infrastructure manager.
Readers praise Karapol for easy syllables and an abundance of examples from life: a positive and negative experience of risk assessment and budgeting. Especially the "Lord of Infrastructure" is recommended to IT directors who work at small and medium-sized enterprises.
Of course, these are not all resources that should be paid attention in the ITSM sphere. We will update the list of interesting resources on the topic in new thematic digests. A few more books on the topic, including a handbook with the latest practices of ITILv? is in the library itSMF - Associations of organizations and specialists in the field of IT management. Guidance and recommendations for the implementation of ITSM systems you can also find in the almanac of the Russian ITSM-forum .
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