This workbook (MS Excel 2003) was created by ITSM Academy as a
tool to assist organizations looking to justify a best practice
improvement program. Each worksheet has a sample
ROI calculation based on actual ITSM Academy client successes.
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Developing, Reengineering, and Improving IT Service Management
popular frameworks and standards (ITIL, COBIT, ISO 20K, etc.)
describe what to do, they do not describe the mechanics
of how to do it. The ITSM Process Design Guide,
source for ITSM process design, closes that knowledge gap.
in 4 Practical and Auditable Steps. The Handbook, from the
Institute (ITPI), is designed to help jumpstart implementation of
controls and process improvement in IT organizations needing to
increase service levels, decrease costs and increase security
"This is a
roadmap to running a sane datacenter. If you are tired of
'management by hair on fire' read this book and consider it
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