IT services are prevalent throughout virtually all businesses. Most enterprises and many government functions are totally dependent upon reliable and responsive IT services to underpin vital business, community and social functions. IT services have become mainstream and managing them to deliver value it the core message of ITIL V3, and the emphasis in ITIL V3 on service catalogue management is a direct result of the growing requirement for business and IT to work together sharing data, information and knowledge about demand for services, service capabilities and patterns of business activity. The Service Catalogue Management process is now a very important management field complete with its own terminology and vital concepts. This study guide outlines the concepts and principles underlying the service catalogue; discusses a project plan approach and reporting considerations; describes the value of a sound business case and the key relationships and touch points in the service catalogue management process.
Projects and programmes should achieve a return on the investment made by the owner or sponsor. This return is now thought of as the benefits that accrue from the investment: some financial, others perhaps harder to define, but nonetheless just as important in justifying the investment. Making sure that they are realised, and that unanticipated benefits are maximised, is as important as the initial justification, and without that many projects have earned a bad name for project management. This publication provides comprehensive guidance on how to manage delivery of the benefits used to justify investment in change. It provides guidance for all involved in successful change delivery from senior responsible owners and directors through to portfolio, programme and project managers. The guidance is the source material for an accredited qualification from APMG-International
This guidance describes how benefits management addresses the challenges faced by senior managers and decision makers in any organisation - challenges magnified by tough economic conditions and the need to deliver greater value for money, whilst responding to increased expectations of more customer-focused services. Appropriately designed and applied benefits management can help address these challenges by optimizing the return on investments in change. It addresses the following key questions: What are benefits and benefits management?; Why do you need benefits management and what will you get from it?; What are the barriers to success?; How do you overcome the barriers to benefits realization?; How do you get started and sustain progress?; What techniques are available to you?; What are the key questions you should be asking? It is not specific to any one sector: the principles, practices and techniques apply to all sectors of the economy and across jurisdictions. This senior manager's guide is supported by more detailed practitioner guidance, Managing Benefits. (ISBN 9780117081109)
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