Abstract
The preceeding chapters have covered the traditional topics in the planning of an APM initiative: architecture, terminology, assessments, roles, and staffing—hopefully, what you expected. This chapter covers the primary gap that may cause your APM initiative to fall short: the absence of processes through which the stakeholders can exploit APM. I have been hinting that something is missing from many efforts to employ APM. Now I can expose this consistent gap, characteristic of unsuccessful APM efforts: processes. To help you understand what these processes are, I introduce a simple but powerful concept to both define and organize your APM processes, and also monitor the progress of the initiative and demonstrate your increasing management maturity: the service catalog.
A lot of times, people don’t know what they want until you show it to them.—Steve Jobs
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References
Wikipedia, “service catalog,” http://en.wikipedia.org/wiki/Service_Catalog
“Applying ITIL to Performance Management” www.networkworld.com/community/node/26064
Wikipedia, “managed service provider,” http://en.wikipedia.org/wiki/Managed_service_provider
Wikipedia, “sound bite,” http://en.wikipedia.org/wiki/Sound_bite
ITIL, Service Design, page 11.
Wikipedia, “virtual chargeback,” http://en.wikipedia.org/wiki/Virtual_chargeback
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Sydor, M.J. (2010). APM Patterns. In: APM Best Practices. Apress. https://doi.org/10.1007/978-1-4302-3142-4_5
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DOI: https://doi.org/10.1007/978-1-4302-3142-4_5
Publisher Name: Apress
Print ISBN: 978-1-4302-3141-7
Online ISBN: 978-1-4302-3142-4
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