Ten Steps to ITSM Success. A Practitioner's Guide to Enterprise IT Transformation

IT Governance Publishing, Angelo Esposito, Timothy Rogers

This book provides a strategic framework for ITSM implementation, focusing on structured planning, role definition, process standardization, and ongoing performance assessments. With each chapter focusing on a critical aspect of ITSM, readers will gain the tools and knowledge needed to optimize service management practices and achieve long-term success. By the end of the book, IT leaders will understand how to build a robust ITSM program that aligns with business goals and drives continuous improvement.The book begins by setting the stage for ITSM implementation, helping readers assess the current state of services and plan their next steps. As the journey progresses, the book delves deeper into organizational changes, process development, and defining roles, ensuring that all stakeholders are aligned with the ITSM strategy.In the final chapters, the book focuses on deployment, continual improvement, and the importance of using metrics such as the balanced scorecard to ensure the ITSM framework is sustainable and continuously evolving. Readers will also learn how to handle operational sustainment and improve service delivery over time.

The Art of Cyber Security. A practical guide to winning the war on cyber crime

IT Governance Publishing, Gary Hibberd

This book redefines cyber security through the lens of creativity and classical strategy. It begins by exploring the mindset of the cyber defender as both artist and martial artist, highlighting the importance of intuition, flow, and individual perspective. It challenges rigid educational models and argues for a more adaptive, expressive approach to security thinking.Building on this foundation, the second part interprets Sun Tzu’s The Art of War in a cyber context. Each chapter reframes traditional military concepts—deception, preparation, leadership, and adaptability—through the realities of digital threats. The text emphasizes how timeless strategies apply to the modern information battlefield.By blending philosophy, history, and practical insight, the book offers a unique take on digital defense. It invites readers to reflect on their approach, question assumptions, and embrace both logic and creativity. This is not just a guide to threats and tactics, but a call to rethink what it means to be a cyber security professional today.

The California Privacy Rights Act (CPRA). An implementation and compliance guide

IT Governance Publishing, Preston Bukaty

This comprehensive guide to the California Privacy Rights Act (CPRA) explores its impact on businesses and consumers within California. The book begins with a clear explanation of CPRA’s territorial and material jurisdiction, providing readers with an understanding of where and how the law applies. It delves into key definitions critical for businesses and individuals alike, covering terms such as personal information, pseudonymization, and consumer rights. One of the focal points of the book is the examination of the rights granted to consumers, including the right to access, delete, and opt-out of data sales. Alongside this, it addresses the business obligations, such as the need for privacy notices and compliance with security requirements. The book also offers an analysis of penalties for non-compliance and breach notification procedures, making it an essential resource for understanding the legal landscape of consumer privacy in California. It concludes with an overview of related laws that further influence how businesses must manage customer data.

The Cyber Security Handbook. Prepare, respond, and recover from cyber attacks using the IT Governance Cyber Resilience Framework

IT Governance Publishing, Alan Calder

This book offers a deep dive into cybersecurity, equipping professionals with tools and frameworks to protect organizations from diverse cyber threats. It covers critical areas such as information security, cyber resilience, and the regulatory and contractual requirements organizations must meet. The book delves into threat anatomy, analyzing technical, human, physical, and third-party vulnerabilities, and includes real-world case studies like the TalkTalk breach and WannaCry ransomware attack.It also emphasizes third-party risk management to ensure robust security practices across all areas. The book introduces the IT Governance Cyber Resilience Framework (CRF), a structured method for managing critical systems, guiding readers through the processes of identification, detection, response, recovery, and continual improvement. Practical strategies in areas like asset management, network security, and staff training are included.The final section offers actionable steps for implementing cybersecurity practices and introduces reference frameworks like NIST and ISO 27001 for compliance and ongoing improvement. With real-world examples and actionable frameworks, this guide is essential for professionals aiming to enhance their organization's cyber resilience.

The Power of the Agile Business Analyst. 30 surprising ways a business analyst can add value to your Agile development team

IT Governance Publishing, Jamie Lynn Cooke

Agile frameworks have revolutionized the way business analysis is integrated into projects, but the role of the Agile business analyst is still evolving. This book explores how business analysts can thrive within Agile teams, offering insights into both the challenges and opportunities they face. By understanding the power and limitations of Agile, the reader will gain practical tools to not only survive but thrive in an Agile environment. The text outlines why having a dedicated Agile business analyst is crucial and provides actionable advice on how to build the right team and minimize risks. The author goes beyond theory to offer concrete steps that help business analysts add value to Agile projects. The reader will walk away with a deep understanding of the evolving Agile landscape, including the critical role of business analysis and practical tips for improving team dynamics, managing risks, and maximizing value. This book is perfect for professionals looking to integrate Agile business analysis into their teams and projects to achieve better outcomes and continuous improvement.

The Ransomware Threat Landscape. Prepare for, recognise and survive ransomware attacks

IT Governance Publishing, Alan Calder

The Ransomware Threat Landscape offers an in-depth examination of ransomware, explaining how it works, its modes of access, and the consequences of attacks. The book begins by detailing the mechanisms of ransomware, how cybercriminals exploit vulnerabilities, and the damage it causes to organizations. It further explores the types of ransomware, their infection methods, and how attackers use ransomware for financial gain.The guide provides practical, actionable advice on basic and advanced cybersecurity measures to protect against ransomware. Topics like cybersecurity hygiene, staff awareness, and the importance of creating an anti-ransomware program are covered. The book emphasizes the role of a well-structured risk management framework and its application in preventing attacks and mitigating fallout from infections.For organizations of all sizes, the book offers tailored controls to strengthen defenses. It also explains the steps needed for a comprehensive recovery plan. Advanced prevention strategies for larger enterprises are discussed, making this guide suitable for IT professionals, security experts, and organizational leaders aiming to protect their systems from ransomware threats.

The Security Consultant's Handbook. Essential Strategies for Building and Managing a Security Consulting Business

IT Governance Publishing, Richard Bingley

Becoming a successful security consultant requires a unique set of skills that span both the business and security worlds. This handbook serves as a practical guide to help professionals navigate the complex landscape of security consulting. It covers everything from the entrepreneurial aspects of starting a business to the essential security disciplines like private investigations, information security, and protective security. You’ll also explore the growing importance of resilience in both personal and organizational contexts.The book also delves into the crucial elements of security legislation and regulation, offering a thorough understanding of the legal frameworks that affect security professionals. From UK human rights laws to international laws related to corporate management and conflict, readers will gain the knowledge necessary to operate securely and legally in a variety of environments. Whether you are just starting out or looking to refine your security consulting expertise, this handbook provides the insights needed to thrive in the ever-evolving security industry. It’s a must-read for anyone seeking to build a reputation as a trusted expert in the security consulting field.

The Service Desk Handbook. A guide to service desk implementation, management and support

IT Governance Publishing, Sanjay Nair

This book provides practical insights into service desk management, focusing on building and optimizing a service desk to meet organizational needs. It starts with an understanding of the service desk's role, mission, and vision, laying the foundation for effective operations. It covers strategic planning for a well-structured service desk, focusing on staffing, SLAs, and using knowledge bases and self-service portals.The book discusses essential tools and technologies like telephony systems and ITSM tools, and how to configure them for efficiency. It emphasizes developing high-performance teams focused on respect, integrity, and teamwork, highlighting the importance of clear documentation, such as standard operating procedures and incident management, to ensure consistency in service delivery.Performance measurement is emphasized with strategies for tracking success using CSFs, KPIs, and customer satisfaction metrics. It explores both qualitative and quantitative evaluations to improve service desk performance.Finally, it examines emerging trends such as AI and chatbots, and their integration into service desk operations. The last chapters offer professional tips, techniques for root cause analysis, and provide a roadmap to optimize service desk operations for future success.

The Universal Service Desk (USD). Implementing, controlling, and improving service delivery

IT Governance Publishing, Brian Johnson, Léon-Paul de Rouw

This book is your go-to guide to mastering the Universal Service Desk (USD) for improving service management. The reader will understand USD's role in enterprises, delve into its design process, and learn how to use it for effective customer service and business operations. With practical examples and industry case studies, this book offers deep insights into the application of the USD for organizational success.The book begins by introducing the USD concept, highlighting its importance in streamlining service delivery and enhancing customer satisfaction. It outlines how a demand-oriented approach can be implemented across various business environments, optimizing workflows from front-office interactions to back-office coordination. Through the chapters, readers will learn to adapt USD to meet the evolving needs of enterprises.The final chapters focus on advanced practices such as improving service quality, managing virtual USD platforms, and aligning service desk operations with business goals. By following the structured approach outlined, you’ll gain the tools to create a USD that delivers measurable value, fosters seamless communication, and aligns with organizational priorities.

Well-being in the workplace. A guide to resilience for individuals and teams

IT Governance Publishing, Sarah Cook

This book explores the critical role of resilience in workplace well-being, offering practical tools to enhance physical, emotional, mental, and social health. It begins by defining resilience and its importance, especially in the wake of the pandemic, and explains how it impacts both individuals and teams. Early chapters focus on self-assessment, helping readers gauge their resilience and stress levels, while providing actionable steps for improvement.The book then dives into specific areas of well-being, such as physical health, emotional management, and mental strategies like positive thinking and mindfulness. It emphasizes the significance of social connections and offers practical advice for building support networks in a virtual world. For managers, there are strategies to foster resilience in their teams, from regular communication to promoting well-being initiatives.Each chapter is filled with case studies, self-assessment tools, and reflection points, ensuring readers can apply concepts directly to their work environment. The final section ties everything together with tips on making new resilience habits stick, reinforcing long-term well-being in the workplace.