Free PDF , by Rob England
Free PDF , by Rob England
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, by Rob England
Free PDF , by Rob England
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Product details
File Size: 1227 KB
Print Length: 122 pages
Publisher: Two Hills Ltd; 1 edition (May 21, 2013)
Publication Date: May 21, 2013
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B00CXSYVAW
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Amazon Best Sellers Rank:
#486,527 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
If you're in the ITSM industry, or in any Service Management industry in general, you should do yourself a favor and buy this book. This is an important piece of work. Elegant in its simplicity and powerful in its message.Rob's humble way of explaining things comes through brilliantly, flawlessly. It makes you slap your forehead and mutter 'this makes a lot of sense' while your significant other looks at you puzzled. You want to leap out of your chair to do this. It re-frames everything you do around the concept of Standard+Case. There's either a standard response, or there isn't.I read this twice in a period of 4-6 weeks. It's that good. I'm glad that the Kindle edition stores my highlights and notes, because I fully expect to come back to them in the future. Give yourself a nice gift today and get this book. Get involved. Follow Rob on his Twitter account, and check out the presentations made for S+C in the global TFT12 and TFT13 conference (go to YouTube and search for them. Plenty of good content from other resources as well).You'll never look at responding to your clients in the same way again.
Rob's "Plus! The Standard+Case Approach" book is another way of looking at how we can better manage and deliver IT services to the organization. In general, I like the concepts and the principles presented in the book. Specifically,1. Rob did an admirable job explaining his Standard+Case model in detail: how the model works, when the model is appropriate to deploy, why we should care, etc.2. As someone with IT operations background, I believe Rob's advice and recommendations are actionable. Theories and high-level frameworks are good to know, but the rubber will eventually need to meet the road. I am convinced that Rob's approach can work for many IT organizations.3. If you have had exposure to Rob's work via his blog, speaking sessions, or his books, you know Rob likes to call things as he sees them. This book is no exception.While I do not have anything negative to say about the book, I would like to bring up one observation. People reading this book should be aware that the "Standard+Case" model is not presenting anything new or revolutionary when compared to ITIL. Rather, it is another way of looking at how we can do things. If you already have implemented ITSM leveraging ITIL with satisfactory results, I am not sure Rob's model is going to bring you an even more spectacular result.That said; I would encourage strongly giving Rob's model a try if you are struggling to get organized in the service response area. Respectable frameworks such as ITIL and PMBOK call out what the minimum, basic professional standards ought to look like. When properly implemented with discipline and care, I believe Rob's model can help an organization achieve that basic, professional level and be more effective at what they do.
This book opens your eyes to truly focus on the customer and breaks down the traditional way of defining everything as "known". While reading this book you will be challenged to accept that everything can not be handled trough predefined models, even if we within IT want to think so.Rob takes you slowly in to the world of Standard+Case and you will frequently be aware of yourself nodding you head in consent, while he thoroughly describes and explains both the benefits and dangers with it. The content is not only practical and full of examples, it broadens your view from traditional IT and set the stage for any organization that wants to achieve and deliver superior support.After you have read this book you will have a good ground and recommendations for how to manage Standard+Case covering pointers for how to think considering tools, policies, classifications, strategies etc. it's a must for anybody that wants to take the next step in support evolution.
I first purchased the Kindle version, but after reading about 20%, I quickly realized I was going to use this book over and over again for reference, so I just now ordered the paperback version. Lots of good ideas here that I hope to implement throughout my ITSM career.
As we get older, if we are fortunate enough to observe people, practices, and other things from several physical, practical, and philosophical perspectives, we may also become wise.Rob England's (in)famous skepticism - tempered by observation over time - has produced Plus! Standard+Case a remarkably valuable, short, and concise book that has proved Rob more wise than he has ever been skeptical. The simple structure of the prose and logic make it a pleasure to read and an excellent reference for those that are realizing that standardization is a vast improvement over chaos, and eventually becomes a constraint.Case Management controls and improves all the responses that Standardization cannot. Case Management is the countermeasure for the conundrum; "Nothing can be made fool proof because fools are so ingenious." Plus! Standard+Case explains the whys and hows of using Case methods to satisfy requests that cannot be satisfied with a standard response. Keep this book on a handy (virtual) shelf. You will need it in "case" standard methods are no longer enough.
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