If you are planning to study for the exam, this is the book you need. This is the official text book for the course. I started from scratch an wrote a quite different book, looking at metrics from the ITIL 2011 perspective, in particular, understanding the design of metrics to enable an organisation to deliver more value to its stakeholders.Īgain, a large team of reviewers helped me improve the book - in particular, I changed the whole flow of the book to make it more approachable and the diagram on the back cover is a guide to the structor of the book to help navigate readers through it.
MANAGING SUCCESSFUL PROGRAMMES MANUAL PDF UPDATE
So, working with the very helpful editors at Van Haren Publishing and a large and very helpfully critical group of reviewers, all members of the itSMF (IT Service Management Forum), I produced the first book, based on ITIL version 2, 'Metrics for IT Service Management'.Ī few years later, with ITIL version 3 out and the new update ITIL 2011 on the horizon, it was time to re-visit metrics again. When I got back to Cape Town, I thought it would make sense to use this work so that others could benefit from my experience - and not find, as I did, that there was not advice on this important topic. So I had to work with Samsung, and the ITIL books, to design some from scratch. I went to see if there were any samples of the sort of thing on the web - and there was nothing. One day it came to the time to help Samsung define metrics for all the processes they were designing for their Service Management processes.
It was quite a challenge, though, working in a different culture and language. In the end the project went really well - so well that Samsung won an achievement award from the itSMF in the UK. I first became interested in the subject of metrics when I went to help deliver an ITSM project (based on ITIL) to Samsung Semiconductor in South Korea for Hewlett Packard. ITIL process management (practical consulting delivery): OpenView Network and System Management design and implementation.Īpplication, System, and Network Consolidation.īusiness Disaster Recovery process consulting, implementation and testing. Member of itSMF South Africa Western Cape Marketing and Business Development Director itSMF International ISO20000 Consultant's Certificate Managementįellow in Service Management (FSM)® (prISM)Ĭertified ISEB instructor for ITIL Foundations + Service Manager coursesįISM - Fellow of the Institute of IT Service Management ITIL V2 Manager's Certificate in IT Service Management University of Natal, Pietermaritzburg, BSc. Metrics for IT Service Management - VHP 2006 Metrics for Service Management: Designing for ITIL - VHP 2012
Fusing leadership with management best practice, MSP enables organisations to coordinate their key functions, develop a clear sense of unity and purpose and achieve the strategic cohesion necessary to drive through effective changeĪdopting service governance: governing portfolio value for sound corporate citizenship - AXELOS 2015Ĭollaborative Consulting: Service Management Scenarios - TSO 2013Īn Integrated Requirements Process - Governing Cost & Risk in Business Analysis - itSMFsa 2013 Its framework allows users to consistently manage a huge variety of programmes so that they deliver quality outcomes and lasting benefits. MSP has been developed with these two priorities in mind. At the same time it must be universally applicable. It must acknowledge that every programme exists in its own context and demands unique interpretation. Inevitably there will be interdependencies to manage and conflicting priorities to resolve as the organisation adapts not just to a new situation internally but to the constantly shifting world outside.To enable organisations to manage their programmes successfully, they need a structured framework that does two things. But change always creates new challenges and risks. At the same time, all organisations strive to achieve excellence by improving practices, offering better services, preparing more effectively for the future and encouraging innovation. Organisations must respond as new processes or services are introduced, supplier relationships alter and structures adapt to market forces or legislation.
With change a pressing reality for all organisations, successful programme management has never been more vital to success. Combining rigour and flexibility, MSP helps all organisations - public sector and private, large and small - achieve successful outcomes from their programme management time and time again.
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