David Billouz is an ITIL Master with 20+ years of experience in ITSM. Akshay Anand is an ITSM architect, author, and keynote speaker with over 25 years' experience. Mark Smalley is an independent writer, speaker and bridge-builder with 45 years of IT management experience. Rajiv Dua is an experienced ITSM consultant with over 20+ years of experience.
ITSM Value Streams will quickly become the go to resource for anyone wanting to apply proven Lean and Agile techniques to the ITSM world. This title offers a case study alongside a host of accessible examples and anecdotes which really bring the concepts to life. Whether using this book as a novice or expert there is real value in the very practical and systematic way it approaches the topic. Highly recommended. Barry Corless, Director, Consulting Expert, CGI --- A brilliant step-by-step book that literally shows us how to manage IT by business value-how to deliver IT value rather than just talking about it-with great examples along the way. Hank Marquis PhD FBCS CITP, author of Completely Satisfied: How to nail IT satisfaction for employee experience, productivity, and profits --- This book provides practical guidance on IT value streams, value stream mapping, and overcoming obstacles in achieving IT Service Management goals. It emphasizes customer satisfaction, transitioning to a product and service focus, and driving cultural and behavioural change. With its insightful approach, this book offers valuable tools for IT professionals. Its actionable advice and emphasis on real-world applications make it a go-to resource. Its comprehensive coverage ensures it will be a useful reference for repeated consultation. Highly recommended. Chris Evans MBCS, Service Management Lead, Fujitsu Services Ltd --- Value streams are a critical yet often unrecognized topic for the realisation of value through IT. There is a rapidly increasing recognition of the importance of focusing on value streams that makes this book both a valuable and timely resource for IT managers. ITSM Value Streams offers a deep-dive into the topic written by industry-recognised authors and subject-matter experts. However, far from being a theoretical treatise, it contains numerous practical techniques, profusely illustrated with case studies that will allow the reader to understand and deploy value stream thinking to beneficial effect within their organisations. John Sansbury, Service Management Guru and ITSM Author, Infrassistance Development Ltd --- This book is a great add to any service management professional's bookshelf. Not only does it discuss the concepts and considerations for application of value stream mapping as part of service management, but it also provides practical advice and guidance for using a value stream approach to service management. The use of value stream mapping helps service managers take a holistic approach (not just a technology-based or IT-centric view) to service management - a key for success! Doug Tedder, Principal Consultant, Tedder Consulting LLC