HDI Publishes Industry’s First Prescriptive Guide to Implementing ITIL® and Other Processes Specific to the IT Support Center Environment.

Jayne Groll, ITSM Academy President is a Contributing Author.

LAS VEGAS, NV — March 8, 2005 — HDI, the world’s largest membership association for IT service and support professionals and the premier certification body for the industry, today announced the publication and immediate availability ofImplementing Service and Support Management Processes: A Practical Guide, the industry’s first prescriptive guide to implementing IT Infrastructure Library (ITIL) and other processes specific to the IT support center environment. The book is published by Van Haren Publishing, international experts in products specializing in IT management best practices and IT service management. The announcement was made at the HDI Annual Conference and Expo being held this week at The Venetian in Las Vegas, Nev.

Authored by widely respected practitioners and experts in the support industry, the guidebook provides proven best practices and practical how-to advice and assistance on how to implement real world service management, including: planning, implementation, maintenance and optimization of processes essential to the support center. In addition, the book offers prescriptive guidance to all levels of management for all sizes of internal and external support centers. A majority of the processes covered in the book are also ITIL processes. However, the book expands on the ITIL framework by providing detailed directions on how to utilize its structure.

“As the world’s largest membership association for IT service and support professionals and the premier certification body for the industry, HDI recognized that it is not enough for IT support organizations to know which processes need to be in place – they also need to know how to implement, optimize and maintain those processes in their organizations,” said Ron Muns, founder and CEO of HDI. “As a practical guide to implementing many of the standards now being adopted by the industry, this book fills the gap left by industry standards, which often only focus on particular components, or a methodology, of the overall process.”

Edited by Carrie Higday-Kalmanowitz of HDI and E. Sandra Simpson of SITA INC, Implementing Service and Support Management Processes was written by an international group of 24 leading and well-respected support center practitioners and subject matter experts, including:

Jayne Groll, ITSM Academy, Inc. Cheryl Simpson, BMO Financial Group
Char LaBounty,

LaBounty & Associates

Greg Oxton,

Consortium for Service Improvement

Brian Johnson, Computer Associates Peter Pace, United Airlines
Pat Albright,

IT Support Consultants, Inc.

Mike Devaney,

Independent Consultant

Mark Bradley, JP Morgan Chase Glen Purdy, Fujitsu Consulting
Chris Broome, The Diagonal Group Julie Quackenbush, Nationwide
David Chiu, BMO Financial Group Mark Ellis, Kronos Inc.
David Pultorak, Fox IT Michelle Ross-McMillan, Nationwide
Paula “Tess” DePalma, Nemours Faye Rukstales, BMC
Troy DuMoulin, Pink Elephant Vernon Lloyd, Fox IT
Aale Roos,

Quint Wellington Redwood

Pam Suekawa-Reynolds,

Remedy Corp.

Malcolm Fry,

Executive Remedy Partner

Dr. Frederick Van Bennekom,

Great  Brook Consulting

This Practical Guide includes the following processes:

Financial and Operations Management Problem Management
Knowledge Management Service Level Management
Configuration Management Capacity & Workforce Management
Change Management Availability Management
Release Management IT Service Continuity Management
Incident Management Customer Satisfaction Measurement

Implementing Service and Support Management Processes: A Practical Guidecan be ordered from the ITSM Bookstore: www.itsmbookstore.com.

ITSM Academy Contributes to HDI Publication
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