Pragmatic Application of Service Management: The Five Anchor Approach
By Suzanne Van Hove and Mark Thomas
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About this ebook
Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management is the first book to provide guidance on creating an integrated system based on COBIT®5, ISO/IEC 20000 and ITIL. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function.
Packed with instructive illustrations, helpful tables and the authors’ very own Five Anchor Approach, this book is ideal for anyone who is considering adopting, adapting or merging COBIT®5, ISO/IEC 20000 and ITIL.
Suzanne Van Hove
Dr. Suzanne D. Van Hove, Founder and CEO of SED-IT, holds degrees from several universities and has certifications in ITIL and ISO/IEC 20000. She continues to be active in itSMF USA, as well as within the international community.
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Pragmatic Application of Service Management - Suzanne Van Hove
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INTRODUCTION
Thanks for picking up this book!
If you are looking for a book to help you implement
COBIT®5, ISO/IEC 20000 or ITIL®, put this book down and go find the actual documentation from COBIT, ISO/IEC 20000 and ITIL. Frankly, this isn’t the book for you.
This book addresses how to use COBIT5, ISO/IEC 20000-1:2011 and ITIL together to create a stronger and more robust Service Management System (SMS). We recognize there are many service management frameworks, standards and methodologies, including those within project management (PMI®, P30®, PRINCE2®). On purpose, we didn’t include every service management framework, standard or methodology, or any of the project management frameworks for two reasons:
Project management deals with the planning and execution of a defined, funded and agreed plan of action.
We wanted to keep the book manageable:
Simple is effective.
This is a book on how to evaluate and assess a situation using the Five Anchor Framework and, based on that assessment, apply the guidance from COBIT5, ISO/IEC 20000-1 and ITIL to create a comprehensive improvement plan. We’ve provided a table at the end of the book where we have mapped COBIT5, ISO/IEC 20000-1 and ITIL to assist in the information gathering.
Use this book to think differently, leverage the strengths of COBIT5, ISO/IEC 20000-1 and ITIL, and mitigate the inherent weaknesses in each.
Happy Reading!
Suzanne and Mark
CHAPTER 1: WHY THIS BOOK
As independent consultants, we are constantly asked the same set of questions:
Aren’t these frameworks for big companies only?
"Where do we start? What do we have to do?"
What do we measure?
Is there a difference between ‘prescriptive’ and ‘suggestive’ when it comes to frameworks?
"Isn’t ITIL (insert any other service management framework/standard/methodology¹) better than COBIT (insert any other service management