Book description
Manage your business from a services perspective
What 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 happen
Who's king? — whether you're the IT manager or the business owner, see how to think like the customer
Standards are key — understand the standards and best practices that can improve quality and reduce costs
Strategically speaking — develop and implement a service management strategy
What's it worth? — assess the costs and return associated with service management
Get down to business — discover how to manage data centers, support services, desktops and devices, IT security, and other business services
See it at work — explore case studies of service management in the manufacturing, retail, health care, hospitality, and other business sectors
Open the book and find:
How the digital world has altered service
Service management assets and tools
Resources for best practices and standards information
Advice for defining, creating, and maintaining a service management plan
The six layers of service management
How to optimize a data center
Ideas for managing your business assets as services
The role of virtualization and cloud computing
Table of contents
- Copyright
- About the Authors
- Authors' Acknowledgments
- Publisher's Acknowledgments
-
Introduction
- About This Book
- Foolish Assumptions
- How This Book Is Organized
- Part I: Introducing Service Management
- Part II: Getting the Foundation in Place
- Part III: Service Management Technical Foundation
- Part IV: Nitty-Gritty Service Management
- Part V: Real Life with Service Management
- Part VI: The Part of Tens
- Icons Used in This Book
- Where to Go from Here
- I. Introducing Service Management
-
II. Getting the Foundation in Place
- 4. Service Management Standards and Best Practices
- 5. Implementing ITIL
-
6. Implementing a Service Management Strategy
- 6.1. Seeing What Service Management Can Do for Your Organization
- 6.2. Starting with the Service Strategy
- 6.3. Creating a Service Management Plan
- 6.4. Defining a Service Management Plan
- 6.5. Understanding Service Management and Governance
- 6.6. Automating Service
- 6.7. Planning Service Strategy and Service Management
- 6.8. Finding Out How Your Organization Measures Up
- 6.9. Seeing What Service Management Will Look Like in Your Organization
- 6.10. Getting to the Desired End State
- 7. Launching into Service Management
-
III. Service Management Technical Foundation
- 8. The Service Management Universe
- 9. The Technical Foundation of Service Management
- 10. Governing the Service Universe
-
IV. Nitty-Gritty Service Management
-
11. Managing the Data Center
- 11.1. Understanding the Siloed Nature of the Data Center
- 11.2. Seeing the Data Center As a Factory
- 11.3. Optimizing the Data Center
- 11.4. Managing the Data Center
- 11.5. Managing the Facility
- 11.6. Managing Workloads
- 11.7. Managing Hardware
- 11.8. Managing Data Resources
- 11.9. Managing the Software Environment
- 11.10. Managing the Service Management Infrastructure
- 11.11. Understanding Strategy and Maturity
- 12. Service Support and the Service Desk
- 13. Desktop and Device Management
- 14. Data Management in a Service Management World
- 15. Virtualizing the Computing Environment
- 16. IT Security and Service Management
- 17. Business Service Management
- 18. Planning the Evolution of the Data Center
-
11. Managing the Data Center
-
V. Real Life with Service Management
- 19. Manufacturing
-
20. Health Care
- 20.1. The Medical Center of Central Georgia
- 20.2. Independence Blue Cross
- 20.3. Sisters of Mercy Health System
- 20.4. Partners HealthCare
- 21. Retail
- 22. Hospitality
- 23. Education
- 24. Service Provider
-
VI. The Part of Tens
-
25. Ten Service Management Dos and Don'ts
- 25.1. Do Remember Business Objectives
- 25.2. Don't Stop Optimizing after a Single Process
- 25.3. Do Remember Business Processes
- 25.4. Do Plan for Cultural Change
- 25.5. Don't Neglect Governance
- 25.6. Do Keep Security in Mind
- 25.7. Don't Try to Manage Services without Standardization and Automation
- 25.8. Do Remember Industry Standards and Best Practices
- 25.9. Do Start with a Visible Project
- 25.10. Don't Postpone Service Management
- 26. Ten Swell Service Management Resources
-
25. Ten Service Management Dos and Don'ts
- Glossary
Product information
- Title: Service Management for Dummies®
- Author(s):
- Release date: June 2009
- Publisher(s): For Dummies
- ISBN: 9780470440582
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