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An Education in Service Management – A guide to building a successful service management career and delivering organisational success
Overview

An Education in Service Management – A guide to building a successful service management career and delivering organisational success

IT is a business-critical function. It delivers experiences, stimulates strategic shifts, and protects organizations from theft, cyber attacks, and the related regulatory, reputational and financial impacts.

ITSM is a critical element of IT that is often misunderstood. In this book, the author and his network of associates demystify ITSM and help you understand how:

  • Working in or with ITSM enables you to build a career that spans global industries, locations, and sectors
  • ITSM roles vary from service desk analyst to chief technology officer or consultant
  • As a CTO, a CIO or an organizational leader, you can enable your teams to deliver exceptional digital experiences that delight your consumers, partners, and customers

Whether you are contemplating a career in service management or are working in the sector, this book will help you understand current trends, job opportunities, frustrations, and progression. It also features contributions from industry professionals to show what their day-to-day service management role looks like.

Buy this book today to understand how to embark on a successful career in service management!

About the author

About the author

David’s career has taken him into various organisations, including IBM Global Business Services, where he first began working in ITSM. He holds the ITIL® Master and VeriSM Professional certifications, was recognized as a Chartered Information Technology Professional by the Chartered Institute for Information Technology (BCS) and was awarded a fellowship by BCS in 2022. He is a committee member for ITSM on behalf of the BSI (British Standards Institution), BCS and ISO (International Organization for Standardization).

David is passionate about service management, acting as a subject matter expert with EXIN and the IFDC, presenting to global C-level audiences on the ‘10 steps to digital transformation’ principle. He has also been a panelist on the “ITSM Crowd” and the “Service Management Leadership and Enterprise Digital” podcasts, where the discussions centered around enterprise service management and its future as an organizational enabler. He hosts his own YouTube channel titled “IT’s all about choices.”

David mentors people at various levels both in partnership with Reed within the ‘Women in Technology’ program and with the BCS. With this book, he aims to help you develop a greater understanding of service management and its ability to deliver fantastic success for your organization, your colleagues, and for you as you develop your career.

SIAM-MSI – An Introduction to Service Integration and Management-Multi-Sourcing Integration for IT Service Management
Overview

A handy pocket guide to SIAM/MSI

In today’s competitive marketplace, many organizations rely on the support of outsourced IT services that were historically performed by internal IT personnel.

This essential guide – the first of its kind on the market – is the ideal resource for anyone wanting a clear primer on the characteristics of this IT operating model, and guidance on integrating and managing the services of multiple third-party IT service providers. It also includes evidence as to why it should be used to assist with seamless ITSM, and offers clear guidance on when SIAM is appropriate.


Product overview

For multi-sourcing to be successful, organizations must be capable of integrating their service providers into a single, cohesive unit.

SIAM/MSI – An Introduction to Service Integration and Management/Multi-Sourcing Integration for IT Service Management explains:

  • The merits of a multi-sourced approach to outsourcing service towers
  • The benefits of multi-sourcing contracts with service providers for specified towers
  • How to align multi-sourced services
  • The challenges of using a multi-sourced model
  • How to determine the IT operating model (with reference to the international standards ISO 38500, ISO 38501, and ISO 38502)
  • The different types of service integration models (ISI, ESI, and ETSI), and the benefits and challenges of each
  • Aggregating service-level performance
  • A multi-sourcing RFP approach, taking into account structural, operational, and governance requirements

If you’re considering moving from a single-source to a multi-source outsourcing model, this pocket guide has the answers to all your questions. 

About the author

David Clifford

David Clifford is a director of Pace Harmon, an international advisory organisation headquartered in the U.S. He has contributed to a number of publications about ITSM, writing about ITIL®, service agreements, and international standards. He also initiated and contributed to the development, and assisted with the promotion, of EXIN’s ITSM qualification program based on ISO/IEC 20000. He is currently Chair of the BSi committee on IT governance (ISO/IEC 38500) and contributes to the development of the ITSM standard, ISO/IEC 20000, and BPO for IT enabled services (ISO/IEC 30105).

 

ISO 22301:2019 and business continuity management – Understand how to plan, implement and enhance a business continuity management system (BCMS)
Overview

Safeguard your organization’s future with business continuity management

Business continuity – planning for, protecting against, and ensuring recovery from disruptive events – is more important than ever.

In an increasingly volatile world – exemplified by the COVID-19 pandemic – organizations are looking at business continuity from a fresh perspective. The illusion of business as a rampart against which the waves of the world break harmlessly is shattered; it is no longer possible to pretend that an organization can weather all storms equally, or that the limited contingencies organizations develop are sufficient to protect them.

As a result, more and more organizations are looking to ISO 22301 – the international standard that defines the requirements for a BCMS – to safeguard their future.


ISO 22301 requirements and business continuity best practice

ISO 22301:2019 and business continuity management – Understand how to plan, implement and enhance a business continuity management system (BCMS) walks you through the requirements of ISO 22301:2019, explaining what they mean and how your organization can achieve compliance. Whether you are seeking certification against the Standard or are simply looking to benefit from business continuity concepts and practices without developing a formal system, this book contains all you need to know.

It is an essential companion guide for those working in business continuity who are looking to introduce or optimize a BCMS aligned with ISO 22301. The book provides a comprehensive introduction to business continuity best practice, including:

  • Using ISO 22301
  • Context, interested parties, and scope
  • Leadership, policy, and responsibilities
  • Planning
  • Support
  • Operation
  • Business continuity strategies and solutions
  • Business continuity plans and procedures
  • Performance evaluation
  • Improvement
  • Certification

Suitable for business continuity managers, risk managers, compliance officers, senior managers, operations managers, project managers, and consultants, this practical guide to ISO 22301 will show you how to develop and implement a BCMS so you can minimise the impact of a disaster on your business and continue to provide essential services to your customers, while reassuring all stakeholders that you take business continuity best practice seriously.

Minimize the impact of a disaster on your business with ISO 22301 – buy this book today!

About the author

Alan Calder

Alan Calder is the Group CEO of GRC International Group plc, the AIM-listed company that owns IT Governance Ltd. Alan is an acknowledged international cybersecurity guru, and a leading author on information security and IT governance issues. He has been involved in the development of a wide range of information security management training courses that have been accredited by IBITGQ (International Board for IT Governance Qualifications). Alan has consulted for clients across the globe and is a regular media commentator and speaker.

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