9780470440582

Service Management For Dummies

by Unknown
  • ISBN13:

    9780470440582

  • ISBN10:

    0470440589

  • Edition: 1st
  • Format: Paperback
  • Copyright: 2009-06-02
  • Publisher: For Dummies
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Supplemental Materials

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  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

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.

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