1. ITSM Playbook: Concepts, Strategy & Practical Implementation
Authored by Muhammad Zeeshan Ali and Saqib Javed, this book serves as a comprehensive guide to understanding IT service management within the ServiceNow ecosystem. Ideal for IT professionals, this playbook delves into foundational concepts, offering strategic insights alongside practical implementation strategies. Readers can expect to learn how to streamline processes, improve service delivery, and leverage ServiceNow functionalities to their full potential. As IT service management continues to evolve, this book is a must-read for anyone aiming to stay ahead in the field.
2. ITSM: QuickStart Guide – The Simplified Beginner’s Guide to IT Service Management
ClydeBank Technology presents this accessible guide that introduces newcomers to the essentials of IT service management. This concise book breaks down complex concepts into digestible parts, making it perfect for beginners. From understanding service delivery to navigating frameworks and best practices, it provides a solid foundation that will boost your confidence in tackling ITSM challenges. For those just starting in IT service management, this guide is invaluable.
3. Whimsical ITSM
Ryan Ogilvie’s “Whimsical ITSM” takes a unique approach to IT service management with a blend of humor and valuable lessons. This book stands out for its engaging writing style that makes learning about ITSM enjoyable. It covers foundational theories while adding a fun twist, making it easier for professionals to grasp sometimes dry subject matter. This book is perfect for those looking to refresh their perspective on ITSM through a lighthearted lens.
4. Architecting ITSM: A Reference of Configuration Items and Building Blocks
Randy A. Steinberg’s “Architecting ITSM” serves as a detailed reference for IT service management infrastructure. This book outlines critical configuration items and building blocks that are necessary for a robust ITSM architecture. It is targeted towards IT architects and provides insights on how to establish a comprehensive infrastructure that supports service delivery effectively. This resource is crucial for those aiming to implement a successful ITSM strategy.
5. ServiceNow ITSM Knowledge Guide
In the ever-evolving landscape of IT service management, this knowledge guide by Muhammad Zeeshan Ali and Saqib Javed provides vital insights into using ServiceNow effectively. Covering various areas including incident management, change management, and more, this guide equips both new and seasoned users of ServiceNow with essential knowledge to optimize their service management processes. Highly recommended for professionals in fast-paced IT environments.
6. Ethical ITSM: Navigating Data Privacy, AI and Integrity in IT Services
Naza Semenoff’s book addresses critical contemporary issues such as data privacy and the ethical implications of AI in IT service management. As technology continues to advance, understanding the ethical dimensions becomes paramount for professionals. This thought-provoking read encourages IT leaders to be mindful of integrity in their decision-making and operations. It’s an essential guide for those looking to align IT practices with ethical standards.
7. Guidance for Incident Management: According to ISO/IEC Standards
Authored by Kiran Kumar Pabbathi and ServiceManagers.org, this guide provides a thorough approach to incident management in line with ISO/IEC 20000 and 9001 standards. It also incorporates Lean Six Sigma methodologies to enhance process efficiency. This comprehensive resource is indispensable for IT service management professionals seeking to improve their incident management processes while adhering to established standards.
8. ITSM Value Streams: Transform opportunity into outcome
Contributed by a talented team including David Billouz, Akshay Anand, Rajiv Dua, and Mark Smalley, this insightful book focuses on transforming IT service management operations. By identifying and optimizing value streams, readers can learn how to enhance overall service delivery and align IT efforts with business outcomes. This book is essential for IT leaders looking to drive real change within their organizations.
9. Organizing ITSM: Transitioning the IT Organization from Silos to Services
With a practical approach, Randy A. Steinberg dives deep into the organizational change required in ITSM. His insights focus on breaking down silos within IT departments to foster a more service-oriented approach. This book is perfect for managers and leaders embarking on the journey of transforming their IT organization to ensure better efficiency and service alignment.
10. The ITSM Process Design Guide
Donna Knapp’s “The ITSM Process Design Guide” is an invaluable resource for implementing and enhancing IT service management processes. This guide offers methodologies for developing and improving ITSM processes, making it a must-read for professionals involved in process design and reengineering. Knapp guides readers through effective ways to boost performance and service quality.
