Service Intelligence

Improving Your Bottom Line with the Power of IT Service Management
Pearson (Verlag)
  • 1. Auflage
  • |
  • erschienen am 28. Juli 2011
  • |
  • 198 Seiten
E-Book | ePUB mit Adobe-DRM | Systemvoraussetzungen
978-0-13-269209-0 (ISBN)

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

1. Auflage
  • Englisch
  • USA
Pearson Education (US)
  • Für höhere Schule und Studium
  • 4,01 MB
978-0-13-269209-0 (9780132692090)

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.

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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