Book description
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
Table of contents
- Cover Page
- Praise for Service Intelligence
- Title Page
- Copyright Page
- Contents
- Preface
- Acknowledgments
- About the Author
- Introduction
- Chapter 1. ITSM 101: From Data to Wisdom
- Chapter 2. ITSM: The Business Asset
- Chapter 3. The Service
- Chapter 4. The IT Service Provider
- Chapter 5. The Negotiation
- Chapter 6. The Service Agreement
- Chapter 7. The Partnership in Action
- Chapter 8. Service Performance in Action
- Chapter 9. The Bottom Line
- Appendix A. IT Strategy Template
- Appendix B. Service Contract Template
- Appendix C. Service Agreement Template
- Appendix D. References for Further Reading
- Index
Product information
- Title: Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management
- Author(s):
- Release date: September 2017
- Publisher(s): Pearson
- ISBN: 9780132692113
You might also like
book
Practical IT Service Management: A Concise Guide for Busy Executives
What do you have to do to make sure that IT headaches will not jeopardise your …
book
IT Service Management, 3rd Edition
Covering the latest thinking in IT service management, this new edition provides a comprehensive introduction for …
book
Practical IT Service Management, 2nd Edition
How can you ensure that IT problems do not damage your business? IT is integral to …
book
IT as a Service (ITaaS) Framework, The: Transform to an End-to-End Services Organization and Operate IT like a Competitive Business, First Edition
The complete guide to planning, implementing, and operating IT as a Service (ITaaS) Ongoing digitization, along …