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ITSM Academy

The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps Book


The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps Book

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Product Description

Visible Ops: Implementing ITIL® in 4 Practical and Auditable Steps, the second edition of the Handbook from the IT Process Institute (ITPI), is designed to jumpstart implementation of controls and process improvement in IT organizations needing to increase service levels, decrease costs, and increase security and auditability.

The intent of this Handbook is to provide an overview of the methodology known as Visible Ops. Since 2000, ITPI has met with hundreds of IT organizations and identified eight high-performing IT organizations with the highest service levels, best security, and best efficiencies.

What was most amazing about these eight organizations was what they shared: a common way of managing change, a culture of causality, and value placed on controls that were both visible and auditable.

Visible Ops reflects the lessons learned about how these organizations work and describes a control-based entry point into the world of ITIL. Organizations can use Visible Ops to springboard their own process improvement efforts.

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SPECIAL: ITSM Academy and ITPI have partnered to develop a two day workshop, Visible Ops: The Class. In this workshop, we not only impart the best practices as laid out in the handbook, but we simulate taking an organization From Chaos to ControlTM.  Contact Us for more information about onsite delivery of this workshop.

Reviews Include...

  • If you are tired of ‘management by hair on fire,’ read this book and consider it carefully. ~ Stephen Northcutt, Director of Training and Certification, The SANS Institute, May 2004
  • The easy mapping between the Visible Ops phases and any maturity model validates the compelling logic of the book. Jan Vromant, ITSM Consultant, May 2004
  • Visible Ops creates a logical starting point and details the key ‘issues and indicators’. Henry E. Wojcik, Network Data Systems, May 2004 

The ITPI, a not for profit organization, is engaged in three principle areas of activity: research, benchmarking and the development of prescriptive guidance for practitioners and business executives. The ITPI has collaboration agreements in place with research organizations such as the Software Engineering Institute at Carnegie Mellon University and faculty from the Decision Sciences program at the University of Oregon. We are currently developing the necessary guidance that solves the common objectives of IT Security, Corporate Governance, Audit and Operations. Through research, development and benchmarking, the ITPI creates powerful measurement tools, prescriptive adoption methods, and control metrics to facilitate management by fact.


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