ITIL:Service Management Implementation and Operation

• Who are our customers?
• What services do we offer our customers and are they willing to pay for these?
• Would our customers choose another provider?
• Do we measure our performance in terms of our customers' business performance?
• Does our governance model allow us to identify and make wise investments?
• Do we need to align ourselves and integrate with our customers? Where do we start? How can we achieve it while making business benefits transparent and keeping the sponsorship alive?

Answering these questions and more, ITIL^R Service Management: Implementation and Operation focuses on how to achieve the best return from your IT service management implementation investment, in the least possible time. It discusses the key challenges organizations experience as they leverage ITIL^R Version 3 to achieve desired transformations—including the approaches adopted to address those challenges. It includes templates, checklists, implementation patterns, and detailed plans for each pattern to kick start your implementation efforts.

Detailing the components needed to implement, operate, and optimize ITIL service management, the text explains the organizational architecture required to achieve Business-IT integration within ITIL. Complete with case studies, examples, problems, and access to additional resources on the author’s website, the book illustrates how to achieve service management excellence with ITIL—in a way that’s seamless to your customers and enables the delivery of business value effectively, visibly, and efficiently.

Ahmad K. Shuja, (www.shuja.info), is an accomplished IT executive who has worked at some of the major financial services (Citigroup Inc., Merrill Lynch & Co., and others) and management consulting organizations (Ernst & Young Inc. / Cap Gemini Ernst & Young Inc., and others) around the globe. He has a proven track record of successfully enabling organizations to build and manage high-quality, software-intensive products and services.

Ahmad is the Founder and President of Xceedure Inc. This company provides expert advisory and consulting as well as a range of training services in ITILv3 / IT Service Management (ITSM), Enterprise Architecture Development and Management, and Business Process Management.

Ahmad holds graduate degrees from Massachusetts Institute of Technology (MIT), University of Oxford, and University of Toronto. He also holds numerous professional certifications, including ITILv3 Expert, Project Management Institute (PMI) Project Management Professional (PMP), Software Engineering Institute (SEI) Certificate in Capability Maturity Model Integration (CMMI), and Certified RUP Specialist, to name a few. Ahmad is an author of "Rational Unified Process: Reference and Certification Guide", and "ITIL: Service Management Implementation and Operation". He also speaks at professional forums like SPIN and itSMF.