Service Management For Dummies

by Unknown

• ISBN13: 9780470440582
• ISBN10: 0470440589
• Format: Paperback
• Copyright: 2009-06-02
• Publisher: For Dummies

Summary

Manage your business from a services perspectiveWhat if technology was designed to serve the business - every time? That's service management! Done properly, it can make everybody happy - the customer, the service provider, and the business owner. Understand the value of managing your physical environments and IT systems with an integrated approach. Learn how real companies improve business performance by streamlining business processes and applying service management standards and best practices.Define service - identify what the customer wants, how the business can provide it, and which technological tools will make it happenWho's king? - whether you're the IT manager or the business owner, see how to think like the customerStandards are key - understand the standards and best practices that can improve quality and reduce costsStrategically speaking - develop and implement a service management strategyWhat's it worth? - assess the costs and return associated with service managementGet down to business - discover how to manage data centers, support services, desktops and devices, IT security, and other business servicesSee it at work - explore case studies of service management in the manufacturing, retail, health care, hospitality, and other business sectorsOpen the book and find:How the digital world has altered serviceService management assets and toolsResources for best practices and standards informationAdvice for defining, creating, and maintaining a service management planThe six layers of service managementHow to optimize a data centerIdeas for managing your business assets as servicesThe role of virtualization and cloud computing

Author Biography

Judith Hurwitz (president and CEO), Robin Bloor (partner and senior consultant), Marcia Kaufman (partner and COO), and Fern Halper (partner and senior data management strategist) are executives at Hurwitz & Associates, strategy consultants specializing in information and service management, cloud computing, and service oriented architecture. The team works with industry leaders on strategy and planning.

Table of Contents

Introduction

Introducing Service Management

Understanding Service Management

Getting Inside Service Management

The Customer Is King

Getting the Foundation in Place

Service Management Standards and Best Practices

Implementing ITIL

Implementing a Service Management Strategy

Launching into Service Management

Service Management Technical Foundation

The Service Management Universe

The Technical Foundation of Service Management

Governing the Service Universe

Nitty-Gritty Service Management

Managing the Data Center

Service Support and the Service Desk

Desktop and Device Management

Data Management in a Service Management World

Virtualizing the Computing Environment

IT Security and Service Management

Business Service Management

Planning the Evolution of the Data Center

Real Life with Service Management

Manufacturing

Health Care

Retail

Hospitality

Education

Service Provider

The Part of Tens

Ten Service Management Dos and Don'ts

Ten Swell Service Management Resources

Glossary

Index

Table of Contents provided by Publisher. All Rights Reserved.