Incident and problem management (IAP)
, 43
Information technology (IT)
, 54, 65, 84, 95–99, 101
business function to IT service mapping
, 66–67
providers
, 81–82
Sales & Service unit
, 62
Service Provider
, 61–62, 95
transforming IT to sales organization
, 60–65
Information Technology Infrastructure Library (ITIL)®
, 71
Information technology service management (ITSM)
, 1–5, 10, 12, 25–27, 35, 70–71, 101
adoption
, 82
business case
, 90–95, 135–143
and business processes
, 42
control environment
, 124–125, 141
culture
, 122–129
ecosystem
, 104–107
failure
, 146–148
framework
, 70–76
initiation
, 144–145
intention outline
, 83–89
issues and managing priorities
, 148–153
IT and finance
, 95–99
ITSM–turning theory into reality
, 54–60
layer
, 103
limbs
, 6–7, 131–132
organization for
, 65, 68–70
processes
, 43–44
roles in ecosystem
, 111–121
solution goal
, 82
tasks
, 102
transforming IT to sales organization
, 60–65, 66–67
visualizing future
, 76–83
wellness assessment
, 153–159
Infrastructure operations
, 72–73
Integrated ITSM business model
, 72–73, 133, 137–138, 140–141
awareness
, 139
governance
, 139–140
parts
, 141
retaining people by training people
, 140
tips for design
, 142–143
Integrated operations models
, 25
Intentions
, 78–82
business
, 26, 54, 98, 119, 140, 142, 160
mutual
, 82, 142
provider
, 14
IT Strategy Management (ISM)
, 43
ITSM Business Maturity Metrics (I-BMM)
, 159–160