Service Intelligence: Improving Your Bottom Line with the Power of IT Service ManagementGet 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
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Service Intelligence: Improving Your Bottom Line with the Power of IT ... Sharon Taylor No preview available - 2017 |
Common terms and phrases
A-ha Moment A-hal achieve activities agreed aligned Balanced Scorecard basic best practices business continuity plans business customer business needs business outcomes business services business unit Change Advisory Board Chapter COBIT core service corporate cost create critical define deliver document effect ensure example expectations Figure frameworks Government Commerce impact improvement incidents innovation Insourcing internal investment ISO/IEC ITIL Service ITSM industry ITSM partnership ITSM practices itSMF ITSP KPIs Management Service McDonald's measure monitoring Number operation organization outcome statements overall partner compass policies proactive relationship requirements risk role service agreements service assets service catalog service contract service desk service disruption service level agreement Service Level Manager service levels service lifecycle service management Service Management Forum service needs Service Owner service performance service portfolio Service Provider service quality specific stakeholders standards strategy Super Users supplier supply chain targets triggers understand users