The publication embeds ITIL best-practice advice with scenarios derived from practical experience, to illustrate approaches and negotiate possible pitfalls to help deliver successful service management projects. It is a management guide to practical adoption of ITIL principles, complementary to the core publications. Containing practical guidance for internal and external consultants, this book covers all the important techniques you need to collaborate with stakeholders in setting and delivering goals.

Contents Include:

Consultancy methods, and how to apply the right tools for a particular job

Ethical consultancy - good governance and the responsibilities of a consultant

Analysing the enterprise, and how to incorporate corporate vision, policy and objectives into requirements

Using roadmaps and evaluations to build a shared vision with your client

Management techniques: team-building, growing capabilities, delegating and engaging staff effectively

Identifying, analysing and managing requirements, risks, and value in strategy and design

Managing change, resistance, negotiation and politics

Influencing senior management and the board using business cases and portfolios

The importance of communicating effectively

All techniques are illustrated using detailed scenarios based on practical experience covering the whole life of an engagement in a global company and a university.