Service Intelligence Improving Your Bottom Line with the Power of IT Service Management

by Taylor, Sharon

• ISBN13: 9780132692076
• ISBN10: 0132692074
• Edition: 1st
• Format: Hardcover
• Copyright: 2011-08-07
• Publisher: Prentice Hall

Summary

Get the RightIT Services, on the Rightterms, Without Hassles or Overpaying   To gain the full benefits of technology ;and avoid the staggering costs of technology failure ;you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. Step by step, you'll learn how to manage service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance.   Taylor explains ITSM from a true business point of view, cutting through jargon and helping you drive value without becoming overly technical. She gives you powerful tools for negotiating IT services more effectively, improving IT ROI, and escaping ;captivity ; to either internal or external IT providers. Coverage includes   Recognizing what excellent IT service looks like and assessing what you're getting now Selecting the best IT service providers and services for your needs Spotting and rectifying trouble with internal or external supplier relationships Making sure you don't pay for services you don't need Negotiating services, requirements, levels, price, quality, and delivery Leveraging ITSM practices without losing focus on the business Creating business-focused service reports and scorecards that focus on what matters most

Author Biography

Sharon Taylor is the President of Aspect Group Inc., a globally recognized ITSM company. Taylor's ITSM career spans decades, and she is a Fellow of the Institute of Service Management. Taylor is the author of many ITSM books and is considered a foremost thought-leader in the ITSM industry. She transformed the ITSM industry with her ground-breaking work on ITIL V3.

Table of Contents

Introduction	p. 1
Why Read This Book?	p. 2
Illuminating Your Vulnerabilities	p. 4
Capitalizing on Your Strengths	p. 5
ITSM-In Good Company	p. 5
ITSM 101: From Data to Wisdom	p. 7
ITSM-Grass Roots	p. 7
ITSM-20/20 Hindsight	p. 9
IT Governance	p. 11
IT Compliance and Audit	p. 14
International Standards	p. 16
ITIL Service Management Practices	p. 19
Maturing ITSM practices	p. 21
Endnotes	p. 22
ITSM: The Business Asset	p. 25
The Roadmap	p. 26
IT Governance-What to Look For	p. 37
IT Compliance and Audit-Reasons to Have It	p. 40
IT Service Practices	p. 45
Endnotes	p. 54
The Service	p. 55
The Anatomy of a Service-Building the Services You Want	p. 55
Service Ingredients	p. 56
We'll Have What They're Having, Please!	p. 57
Service Catalog	p. 58
The Service Agreement	p. 62
The IT Service Provider	p. 69
Types of ITSP	p. 69
ITSP Competences	p. 74
ITSP Sourcing	p. 75
What Should Influence Your Sourcing Decisions?	p. 79
The Negotiation	p. 81
Decision Styles	p. 82
Negotiation Steps	p. 86
Agree Upon the Objectives	p. 88
The Service Contract	p. 90
The Service Agreement	p. 95
Core Service Agreements	p. 96
Service Package Agreements	p. 96
Service Description	p. 97
Service Hours	p. 97
Customer Support	p. 99
Management of Incidents	p. 100
Management of Problems	p. 102
Change Management	p. 103
Service Reporting	p. 104
Service Complaints	p. 105
Service Reviews	p. 106
The Partnership in Action	p. 109
The Partner Compass	p. 109
Service Monitoring	p. 115
Identifying Trigger Points	p. 117
Service Roles	p. 119
Service Performance in Action	p. 127
Service Performance Indicators	p. 127
Performance Dashboards-A Picture Paints a Thousand Words	p. 137
The Bottom Line	p. 143
Common Cents	p. 143
Transformations	p. 145
Your Bottom Line	p. 147
IT Strategy Template	p. 149
Service Contract Template	p. 157
Service Agreement Template	p. 165
References for Further Reading	p. 173
Index	p. 177
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