ITSM Value Streams: Transform Opportunity into Outcome

ITSM Value Streams is a comprehensive guide to organizations on how to effectively utilize IT services to achieve business outcomes. It emphasizes the importance of understanding the value streams that flow through an organization and how IT services can be configured and applied to co-create value between IT service providers and consumers.The book provides practical insights on how to identify and eliminate anti- patterns, while introducing ways of working that reduce waste and frustration. By focusing on the bigger picture and providing fast feedback, teams are able to improve their work and contribute to the overall success of the organization.This is an essential resource for people in IT service management, IT managers, IT service managers, consultants and offers the chance to learn how to apply value stream thinking to achieve their IT service management objectives and also to get familiar with value management concepts.

About the Author

Akshay Anand is a highly experienced ITSM professional, with over 20 years of experience delivering ITSM transformation projects and running service management teams across India, the UK, and the US. Recently, he served as a lead architect and author for the ITIL 4 body of knowledge and was the product ambassador for ITIL 4 from 2018 to 2021. He is also a recognized blogger and podcaster and is passionate about bringing modern ways of working into IT service management, as well as promoting mental well-being and human-centered ways of working.

David Billouz is a certified ITIL Master with more than 20 years of passion and engagement in ITSM. For instance, he was the first VP of the IT Service Management Forum (itSMF) in the Czech Republic in 2006. He is a former ITIL ambassador for AXELOS. After experiences in corporates such as Renault, IBM, and KPMG, he founded OCIRIS GLOBAL and delivers trainings, assessments, and consultancy services in ITIL, Prince2, Agile, and DevOps. He is the author of the periodic table of ITSM processes and co-author of the ITIL 4 publication on IT asset management.

Rajiv Dua is a leading service management practitioner and an experienced project manager. He works as an ITSM consultant in the delivery and support of IT and outsourced services and has over 23 years of experience. His areas of expertise include rolling out service management processes and toolsets, data modeling, and helping clients to move to industry standard frameworks that improve business outcomes by giving those organizations a consistent way to connect business value to technology investments. He has contributed to building the 'SIAM Professional Body of Knowledge' and 'Project Management Body of Knowledge' and has been on the board of the Project Management Institute (PMI) UK Chapter and itSMF UK.

Mark Smalley is an independent writer, speaker, and bridge-builder at Smalley.IT. He has worked in IT management for 45 years and has been a contributor to bodies of knowledge such as ASL, BiSL, BRM, COBIT, DevOps, IT4IT, ITIL, VeriSM, and XLA. He was the global ambassador for the ASL BiSL Foundation and the Agile DevOps Skills Association. In recent years, he was the lead editor of ITIL 4 High-velocity IT and a co-author of ITIL 4 Managing and Acquiring Cloud Services. He has spoken at hundreds of events in more than 30 countries. He also helps presenters present and writers write. He currently works in the IT service experience management domain. Mark is committed to helping IT people understand service.