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

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  • Edition: 1st
  • Format: Paperback
  • Copyright: 2017-09-01
  • Publisher: Prentice Hall

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Get the Right IT Services, on the Right terms, 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. You’ll learn how to ensure 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, Chief Architect of ITIL V3 and Chief Examiner of ITIL qualifications, is one of the world’s leading IT Service Management experts. She is now President of Aspect Group, Inc., a leading provider of ITSM services. Taylor served until recently as chair of itSMF International and spent eight years on itSMF chapter boards and itSMF committees, leading itSMF's growth and improvement. In 2008, she received itSMF UK’s Paul Rappaport Award for outstanding commitment and Lifetime Achievement to IT Service Management.

Table of Contents

Introduction     1

Why Read This Book?     2

Illuminating Your Vulnerabilities     4

Capitalizing on Your Strengths     5

ITSM—In Good Company     5

Chapter 1 ITSM 101: From Data to Wisdom     7

ITSM—Grass Roots     7

ITSM—20/20 Hindsight     9

IT Governance     11

IT Compliance and Audit     14

International Standards     16

ITIL Service Management Practices     19

Maturing ITSM practices     21

Endnotes     22

Chapter 2 ITSM: The Business Asset     25

The Roadmap     26

IT Governance—What to Look For     37

IT Compliance and Audit—Reasons to Have It     40

IT Service Practices     45

Endnotes     54

Chapter 3 The Service     55

The Anatomy of a Service—Building the Services You Want     55

Service Ingredients     56

We’ll Have What They’re Having, Please!     57

Service Catalog     58

The Service Agreement     62

Chapter 4 The IT Service Provider     . 69

Types of ITSP     69

ITSP Competences     74

ITSP Sourcing     75

What Should Influence Your Sourcing Decisions?     79

Chapter 5 The Negotiation     81

Decision Styles     82

Negotiation Steps     86

Agree Upon the Objectives     88

The Service Contract     90

Chapter 6 The Service Agreement     95

Core Service Agreements     96

Service Package Agreements     96

Service Description     97

Service Hours     97

Customer Support     99

Management of Incidents     100

Management of Problems     102

Change Management     103

Service Reporting     104

Service Complaints     105

Service Reviews     106

Chapter 7 The Partnership in Action     109

The Partner Compass     109

Service Monitoring     115

Identifying Trigger Points     117

Service Roles     119

Chapter 8 Service Performance in Action     127

Service Performance Indicators     127

Performance Dashboards—A Picture Paints a Thousand Words     137

Chapter 9 The Bottom Line     143

Common Cents     143

Transformations     145

Your Bottom Line      147

Appendix A IT Strategy Template     149

Appendix B Service Contract Template     157

Appendix C Service Agreement Template     165

Appendix D References for Further Reading     173

Index     177

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