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Online exclusive! Receive a free e-book when you purchase a training course or toolkit - hurry, offer ends 31 August!
Daniel McLean ITSM fiction series

Daniel McLean ITSM fiction series

SKU: 4399
Authors: Daniel McLean
Publishers: ITGP
Format: Softcover Bundle (5 books)
Availability: In stock

Stories in transforming ITIL best practice into operational success.

These innovative works of fiction demonstrate how ITIL® best practice can ensure the success of your
IT process implementation projects. Follow Chris through his adventures in ITSM, and learn from
his mistakes in the "Tips that would have helped Chris" chapter summaries.

Regular Price: £149.75
On Sale For: £134.75
Description

Solve fundamental IT issues

Containing essential guidance on key IT governance, risk management and compliance (IT GRC) topics, this bundle of insightful books will give you a basic introduction to a number of key subject areas.

Better still, purchasing these books as a bundle will save you 20%!


What’s included in the ITSM fiction series Bundle?

Integrated Measurement - KPIs and Metrics for ITSM - A narrative account

In this fictional account of the implementation of a KPI management system to improve an IT service management function, we follow the adventures of Chris. Chris is an IT professional who has been given the task of implementing the new measures. Chris meets many of the problems faced by real-life professionals in the same situation, including the common misconception that KPIs are simple, easy to create, and will cause staff to change their behaviour and improve their performance without additional intervention. In order to succeed, he sets about meeting the challenge of changing behaviour and overcoming resistance to change.

Build a Security Culture

Catalogues, Services and Portfolios tells the story of ITSM practitioner Chris as he learns how to deal with resistance to change and overcome inertia in staff behaviour. Through his experiences, readers encounter the common challenges faced when implementing change in an IT Service Management context. Readers can learn from these real-life scenarios, and from the ‘tips that would have helped Chris’ sections packed with helpful advice for anyone facing similar challenges.

The ITSM Iron Triangle - Incidents, Changes and Problems

The ITSM Iron Triangle - Incidents, Changes and Problems follows Chris who is assigned a seemingly impossible task – a problem that many previous project managers couldn't fix. Will Chris go the way of previous project managers and be 'given the opportunity to be more successful elsewhere' – or will Chris deliver the objectives and impress company leadership?

Availability and Capacity Management in the Cloud

Through Chris’s experiences, the book explains how to handle many of the issues that arise. Such issues include the common tendency to confusing availability with capacity, and the flawed assumption that using the Cloud can solve all an organisation’s service problems without further intervention.

Release and Deployment - An ITSM narrative

Chris has got a new job as a release manager – but he's struggling. Parachuted into a large company to fix its release & deployment process after the catastrophic failure of its new app, Asgard, he finds himself battling an array of insular department heads who are all determined that whatever has gone wrong must be another team’s fault. They all want the finger of blame pointed elsewhere, and Chris seems to be the perfect target – so they shout down his questions and suggestions as insubordination.

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