This is an important and timely book. Students of organizational behavior for the last 15 years have been asking how to integrate the technology of data gathering and data analysis with critical organizational challenges. This book shows how to do that, using the field of customer service to illustrate the broader point. This volume allows lay readers to understand telemetry and helps them enhance their data-gathering activities to strengthen customer relations. Author of The Agenda Mover:...

Software is becoming more and more important across a broad range of industries, yet most technology executives struggle to deliver software improvements their businesses require. Leading-edge companies like Amazon and Google are applying DevOps and Agile principles to deliver large software projects faster than anyone thought possible. But most executives don’t understand how to transform their current legacy systems and processes to scale these principles across their organizatio...

About a year ago, we published the Cloud Academy primer "Shedding Light on Cloud Computing". Since then, interest in cloud computing has blossomed and I have had the opportunity to present our Cloud Academy content at cloud computing events around the world. This new book encapsulates the insights and knowledge gathered from the conversations at these events. That includes the dialogue with cloud practitioners, vendors, customers and the considerable number of cloud computing gurus this in...

If you read through this book and still dont believe there is a critical need for IT Service Management then good luck seeing if you can survive in IT for the next 5 years. Agile, DevOps, Lean IT, Virtualization, Application Lifecycle Management, Cloud Computing and many other technologies are rapidly pulling IT in many directions. These modern ways of operating IT to cope with a world of rapid change will not go away. Somehow they need to be pulled together to avoid the chaos. Service Man...

Lean and Agile Development for Large-Scale Products: Key Practices for Sustainable Competitive SuccessIncreasingly, large product-development organizations are turning to lean thinking, agile principles and practices, and large-scale Scrum to sustainably and quickly deliver value and innovation. Drawing on their long experience leading and guiding lean and agile adoptions for large, multisite, and offshore product development, internationally recognized consultant ...

Even in a well-managed multi-project environment, it is not unusual to see half of all projects completed either late, over budget or with cuts to original scope. However, the proven approach presented in Advanced Multi-Project Management has enabled large, medium, and even small organizations to consistently complete their projects faster, within original scope and budget, and increase the number of projects executed with the same resources by as much as 70%. The list of ...

Use this guide book in its fully updated second edition to study for the ITIL 4 Foundation certification exam. Know the latest ITIL framework and DevOps concepts.The book will take you through the new ITIL framework and nuances of the DevOps methodology. The book follows the topics included in the foundation certification exam syllabus and includes new sections on ITIL's guiding principles, service value chain, and the four dimensions of service management. Also included are the co...

Create and manage a clear working IT asset management strategy with this unique guideKey FeaturesA detailed IT Asset Management (ITAM) guidebook with real-world templates that can be converted into working ITAM documentsIncludes in-depth discussion on how risk management has changed and the possible solutions needed to address the new normalA step-by-step ITAM manual for newbies as well as seasoned ITAM veteransBook Description

Pass the ITIL Foundation examination by learning the basics of ITIL and working through real-life examples. This book breaks the course down for studying in 7 days with 3 hours a day, which means at the end of a week you are ready to pass the exam. You'll also see tips and an array of sample questions, as well as FAQs on ITIL. All this will prepare you for the examination and give you the knowledge required to pass with flying colors.After using Become ITIL Foundation Certified...

Continuous Architecture provides a broad architectural perspective for continuous delivery, and describes a new architectural approach that supports and enables it. As the pace of innovation and software releases increases, IT departments are tasked to deliver value quickly and inexpensively to their business partners. With a focus on getting software into end-users hands faster, the ultimate goal of daily software updates is in sight to allow teams to ensure that they can release every ch...

A guide to successfully operating in a lean-agile organization for solutions architects and enterprise architectsKey FeaturesDevelop the right combination of processes and technical excellence to address architectural challengesExplore a range of architectural techniques to modernize legacy systemsDiscover how to design and continuously improve well-architected sustainable softwareBook DescriptionMany organizations have embra...

Is your IT system an asset or a hindrance to your organization's success?More important, can you tell the difference?Unlike other well-recognized professions, information technology is still in its infancy. Organizations have little hesitation in paying attorneys, accountants, or business strategists for their expertise. As individuals, we don't blink an eye while paying for a physician's opinion of our health. Yet business executives rarely think to request a professional ...