The ITSM Process Design Guide: Developing Reengineering and Improving IT Service Management
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About this book
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 Guide: 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 (ITILs official accreditor) as a complementary qualification for the ITIL Qualification Scheme.
