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These CCTA IS Management Guides are also related to Service Management and are recommended additional reading. They can be obtained from your ITIL bookseller or The Stationery Office:
Strategic Management of IS |
This guide describes the context within which organisations in the public sector will need to think strategically about the exploitation of IS and IT, and the impact of current sector-wide policies and initiatives. It sets out the approach which senior business managers should take to the management of information systems and their IS strategy, together with guidance on managing the required changes. |
Managing Change |
This guide is intended for senior managers who are responsible for managing complex IS-related change. It investigates the issues associated with business transformation, organisational and cultural change. It provides practical advice on working across organisational boundaries and breaking the 'all pain, no gain' barrier. The guidance also provides clear interfaces to Programme Management and benefits realisation. |
Acquisition |
This guide focuses on business objectives and outcomes in making the right IT acquisitions. It explains the key issues relating to sourcing options and partnerships, together with procurement strategies for new ways of working and new kinds of contracts. |
Managing Performance |
This guide, developed in collaboration with NAO, focuses on three levels of performance management: business management; contribution of IS/IT to the business; and performance of the IS/IT function. It examines the role of the EFQM Excellence Model®, balanced scorecards, benchmarking and other widely adopted techniques. |
Managing Services |
This guide explains the foundations for effective service management, appropriate contracts and good working relationships. It helps the customer of IS/IT services to understand the providers' perspective on service delivery. It provides practical advice on how to achieve better performance from service providers and continuing value for money. |
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