The Visible Ops Handbook

The 4 Steps

• Step 1: Stabilize the Patienty
• Step 2: Catch & Release and Find Fragile Artifacts
• Step 3: Establish Repeatable Build Library
• Step 4: Enable Continuous Improvement

• Introduction
• Something Must Need Improvement — Otherwise, Why Read This?
• What You Do And Do Not Need To Know
• Structure Of The Book
• Visible Ops
• History Of Visible Ops
• Common Characteristics Of High-Performing IT Organizations
• The Server/SysAdmin Ratio: What It Is And What It Isn't
• Cultures Common To The High-Performing IT Organizations
• ITIL Processes Common To The High Performers
• Visible Ops: How High Performers Went From "Good To Great"
• Visible Ops — Key Characteristics
• Facilitating A Productive Working Relationship Between IT Operations, Security And Audit
• An Overview Of The Four Visible Ops Phases
• Visible Ops In Detail
• Phase One: "Stabilize The Patient" And "Modify First Response"
• Issues And Indicators
• Stabilize The Patient
• Electrify The Fence
• Electrifying The Fence: A Cautionary Tale
• Modify First Response: The Catalytic Key
• Create The Change Team
• Create A Change Request Tracking System
• Start Weekly Change Management Meetings (To Authorize Change)
• And Daily Change Briefings (To Announce Changes)
• Deal With Old Business
• Deal With New Business
• Miscellaneous Change Management Do's And Don'ts
• The Spectrum Of Change
• Top Reasons That Change Management Initiatives Fail
• What You Have Built And What You Will Likely Hear
• Helpful Tips When Preparing for an Audit
• Phase Two: "Catch & Release" And "Find Fragile Artifacts" Projects
• Issues And Indicators
• Implement  A "Catch & Release" Project
• Find Fragile Artifacts
• Prevent Further Configuration Mutation
• What You Have Built And What You Will Likely Hear
• Helpful Tips When Preparing for an Audit
• Phase Three: Create A Repeatable Build Library
• Issues And Indicators
• Create A Release Management Team
• Create A Repeatable Build Process
• Create And Maintain The Definitive Software Library (DSL)
• Generate The DSL Approvals Process
• Place Repeatable Builds Into The DSL
• Create An Acceptance Process Contract
• Moving From Production Acceptance To Deployment
• Define Production Plan For Patching And Release Refresh
• Close The Loop Between Production And Pre-Production
• What You Have Built And What You Will Likely Hear
• Helpful Tips When Preparing for an Audit
• Phase Four: Continual Improvement
• Metrics And How To Use Them
• Release Metrics
• Controls Metrics
• Resolution Metrics
• Other Improvement Points
• Controls Improvement Points
• Resolution Improvement Points
• A Caution About Automation
• What You Have Built And What You Will Likely Hear
• Summary
• IT Process Institute (ITPI)
• Appendix A: Preparing For IT Audits
• Controls 101
• Auditors — Internal And External
• The Sarbanes-Oxley Act Of 2002
• Increasing Your "Auditability"
• Auditor Red Flags And Indicators
• Appendix B: The Change and Patch Management Guide: By The Institute Of Internal Auditors
• Why the CAE Must Be Involved In Controlling Change And Patch Management
• Poor Change Management Can Be Quickly Identified
• Understanding: How IT Change Is Effectively Managed
• The Top Five Steps To Reduce IT Change Risks
• The Internal Auditor's Role
• Appendix C: The Information Technology Infrastructure Library (ITIL)
• Appendix D: Focusing Efforts With Benchmark Results
• Appendix E: Glossary
• Appendix F: CMDB Table Structure
• Appendix H: High-Performing IT Organizations: What You Need to Change to Become One

An extremely short book, that tries to explain why ITIL is a good idea

Not bad, but mostly a nice marketing read, with some OK content