The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management

by Donna Knapp

The Definitive Source for Certified Process Design Engineers IT organizations increasingly recognize the need to design, re-design, 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 Developing, Reengineering 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 complementary qualification for the ITIL Qualification Scheme.

248 pages, Paperback

First published August 10, 2010

Reviews

[Roger K. · Rating 4 out of 5]

This is the book used for the CPDE certification, yet also has value on its own. While much of the material will not be new to those experienced in the space, it is brought together well.

The 10 step design process advocated in chapter 6 is the heart of the book. It provides a useful approach to process design that I have not seen before. It includes organizational change elements that often cause these efforts to fail when they are ignored.

This is a useful book for anyone in the ITSM space, especially to consult as a reference.

[Tammy · Rating 3 out of 5]

Good sound guidelines for process design.