Service Intelligence (eBook)

Improving Your Bottom Line with the Power of IT Service Management

Sharon Taylor (Autor)

eBook Download: PDF

2011 | 1. Auflage
208 Seiten
Pearson Education (Verlag)
978-0-13-269208-3 (ISBN)

Infos

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. 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

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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 "e;captivity"e; 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

Produkt-Details

• Erscheint lt. Verlag: 27.7.2011
• Sprache: englisch
• Themenwelt: Mathematik / Informatik ► Informatik
• Themenwelt: Mathematik / Informatik ► Mathematik ► Finanz- / Wirtschaftsmathematik
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• ISBN-10: 0-13-269208-2 / 0132692082
• ISBN-13: 978-0-13-269208-3 / 9780132692083