The publication embeds ITIL best-practice advice with scenarios derived from practical experience, to illustrate approaches and negotiate possible pitfalls to help deliver successful service management projects. It is a management guide to practical adoption of ITIL principles, complementary to the core publications. Containing practical guidance for internal and external consultants, this book covers all the important techniques you need to collaborate with stakeholders in setting and delivering goals.
Consultancy methods, and how to apply the right tools for a particular job
Ethical consultancy - good governance and the responsibilities of a consultant
Analysing the enterprise, and how to incorporate corporate vision, policy and objectives into requirements
Using roadmaps and evaluations to build a shared vision with your client
Management techniques: team-building, growing capabilities, delegating and engaging staff effectively
Identifying, analysing and managing requirements, risks, and value in strategy and design
Managing change, resistance, negotiation and politics
Influencing senior management and the board using business cases and portfolios
The importance of communicating effectively
All techniques are illustrated using detailed scenarios based on practical experience covering the whole life of an engagement in a global company and a university.