Ten Steps to ITSM Success: A Practitioner's Guide to Enterprise IT Transformation

IT Governance Publishing · Angelo Esposito · Timothy Rogers

Jul 2025 · Packt Publishing Ltd

Ebook

255

Pages

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About this ebook

Learn how to strategically implement IT Service Management (ITSM) to optimize service delivery, improve process efficiency, and ensure business growth. This guide provides actionable insights and tools for ITSM success.Key Features

Clear step-by-step guide for implementing ITSM
Practical tools and templates for ITSM success
Focus on continual improvement and operational sustainment

Book DescriptionThis book provides a strategic framework for ITSM implementation, focusing on structured planning, role definition, process standardization, and ongoing performance assessments. With each chapter focusing on a critical aspect of ITSM, readers will gain the tools and knowledge needed to optimize service management practices and achieve long-term success. By the end of the book, IT leaders will understand how to build a robust ITSM program that aligns with business goals and drives continuous improvement. The book begins by setting the stage for ITSM implementation, helping readers assess the current state of services and plan their next steps. As the journey progresses, the book delves deeper into organizational changes, process development, and defining roles, ensuring that all stakeholders are aligned with the ITSM strategy. In the final chapters, the book focuses on deployment, continual improvement, and the importance of using metrics such as the balanced scorecard to ensure the ITSM framework is sustainable and continuously evolving. Readers will also learn how to handle operational sustainment and improve service delivery over time.What you will learn

Set a clear business plan for ITSM implementation
Analyze IT service offerings and validate their alignment with goals
Establish a steering committee for ITSM strategy
Design and define organizational roles for ITSM
Develop strategic and tactical ITSM plans
Standardize development processes for ITSM success

Who this book is for

Ideal for IT professionals, service managers, and business leaders who are implementing or improving ITSM practices. Readers should have basic knowledge of IT services, business strategy, and process management. It’s suited for anyone involved in ITSM initiatives within organizations of all sizes.

About the author

IT Governance Publishing (ITGP) is the world's only specialist IT governance publisher. We produce books, toolkits and training aids on a wide range of topics including information security, IT governance, information risk, compliance, cyber security, IT service management, project management and management system standards.

Angelo Esposito is a program manager with Jacobs Technology, and is currently advising the US Navy on its enterprise ITSM transformation. Angelo is a former CIO with over 25 years' experience gained in a variety of sectors including commercial, non-profit and government.

Timothy Rogers is a consultant specialising in service management, governance and continual improvement. Timothy is a former CTO with over 15 years' experience working with high-tech start-ups, financial services firms and large government clients.

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