PDCA for ITIL - metrics, CSFs and workflows for implementing ITIL practices (Electronic book text)

Drawing on the experience of many ITIL practice implementations, this book shows in a very logical and practical way what to expect when introducing ITIL to an organisation, or when there is an increase in the number of ITIL practices in an organisation. The book supports this by offering, in the style of a cookbook, a step-by-step guide to the implementation of individual ITIL practices, offering practical descriptions, terminology, objectives, workflows, CSFs, KPIs and other measures, in a Plan-Do-Check-Act approach. The book's systematic approach means that once users get to grips with implementing one practice, they will be able to apply the newly developed skills to the next one, following the fundamental guidance of ITIL: adapt and adopt.