The Chocolate Elephant Part 1 : Business Process Management and IT Service Management.

Format:

Book

Author/Creator:

Kelly, Jim.

Language:

English

Subjects (All):

Business enterprises.

Information technology.

Physical Description:

1 online resource (102 pages)

Edition:

1st ed.

Place of Publication:

Chicago : Austin Macauley Publishers, 2022.

Summary:

Putting Information Technology first and the business second is putting the cart before the horse.In most organisations, there seems to be a disconnect between the business and Information Technology, and in some regards, IT is looked on as the silver bullet that can be used to resolve all problems and issues. This has occurred due to Information Technology becoming so embedded in organisations and beingrequired for the execution of most business processes.It should be noted that Information Technology is a tool used to enable the execution of a business process. It is an important tool, but nonetheless, it is only a tool.Organisations need to shift the focus back to the business and ensure that the technology they are using fits in with the requirements of their business processes. This will ensure that businesses become more efficient and effective and that they are only using and being supported for the technology that they require.Only in very exceptional circumstances, should a business process be altered to fit in with Information Technology.

Contents:

Intro

The Chocolate Elephant Part 1

About the Author

Dedication

Copyright Information ©

Acknowledgement

Preface

A Plumbing Example

Introduction

Section 1 The Business

Chapter 1 Processes and Procedures

What is a Process?

Contents of the Process Document

Process Name

Department

Process Priority

Process Owner

Process Manager

Last Review Date

Reason for The Process-Value to The Business

Business Hours

Process Description

Process Scope

Process Inputs and Outputs

Process Exceptions

Critical Success Factors and Key Performance Indicators (CSFs &amp

KPIs)

Roles and Responsibilities

Procedure Name

Procedure Owner

Work Instructions/Execution Steps

Exceptions

Chapter 2 Business Service vs Business Process

Chapter 3 Business Continuity and IT Service Continuity

Business Impact Assessment (BIA)

What is a BIA?

Contents of the BIA

BIA name

Owner

Authors

Staff and Locations

Process Inputs and Process Outputs

Business Impact

Critical Dates and Times and Why They Are Critical

Outage Window(s)

Maximum Tolerable Outage (MTO)

How Much Data Can Be Lost

Recovery Level Objective

Process workarounds

Technology Used

Internal IT Resources

External IT Resources

The Business Continuity Management Plan (BCMP)

Contents of the BCMP

Crisis Management Team (CMT)

Major Incident Management Team

Alternative Locations

Phase 1: Be Prepared

Phase 2: Analyse the Situation

Critical Business Processes

Important Business Processes

Phase 3: Restore the Critical Business Processes

Phase 4: Restore the Important Business Processes

Phase 5: Restore the Organisation to Business as Usual (BAU).

Phase 6: Lessons Learned

Communications

Staff

Facilities Management

Finance

Critical and Important Business Processes

CMT

Business Liaison Manager (BLM)

Stuff that worked well

Issues-Minor and Major

Recognition

Chapter 4 Business Change and IT Change Management

Change Approval Board (CAB)

Parent and Child Changes

The Change Request Form

Contents of the Change Request Form

Change Request Number (CRN)

Change Request Title

Author(s)

Peer Reviewer(s)

Category of Change

Parent or Child Change

Type of Change

Configuration Items

Business Processes Affected

Outage Windows

Description

Costs

Risk Assessment

Risk = Likelihood x Impact

Impact Assessment Statement

Documentation Updates

Training Requirements

Communications to the Business

Implementation Procedures

Post Implementation Testing

Back-out Plan

Post Back-out Plan Testing

Post Implementation Review (PIR)

Chapter 5 Policies

Organisational Policies

Process Based Policies

Chapter 6 Risk Management and Security Management

Chapter 7 The Business Process Management Department

Departmental Structure

Chapter 8 Communications

Organisational Communications

Departmental Communications

Team Communications

Process to Process Communications

Chapter 9 Don't Employ Business Analysts

Chapter 10 Document Management Systems and Knowledge Management Systems

Document Management Systems

Knowledge Management System

Chapter 11 Working from Home and Remote Location Working

Working from Home

Advantages

Disadvantages

Remote Working Location

Section 2 The ITSM Provider

Chapter 12 Choosing an IT Service Management Provider

Basic Due Diligence

Internal Business Processes.

External IT Service Management Providers-Internal Operations

IT Service Management Process Staff

ITSM Technical Staff Certifications

On Call and Executing Change Requests

On-Call for Several Client Organisations

Social Conscience

Chapter 13 IT Service Catalogue Management

The Specialist Provider

The 'Whole Technical Environment' Provider

Chapter 14 Configuration Management

The Relationship Model

Relationship Model

Relationship Model 2

Whole Environment IT Service CIs

Relationship Model 3

Disaster Recovery

The Pre-Production Environment

Configuration Items-Categories and Attributes

Chapter 15 IT Knowledge Management

Section 3 The Technology

Chapter 16 ITSM Tools

Configuration Management and Relationship Mapping

Event Monitoring

Chapter 17 Virtualisation and Storage

Virtual Disks and Storage Groups

Virtual Disks and the Configuration Management Relationship Model

Disaster Recovery Failover

Chapter 18 The Run Plan.

Notes:

Description based on publisher supplied metadata and other sources.

ISBN:

9781398434899

1398434892

OCLC:

1314620426