Overview

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  

Full Product Details

Author:   Sharon Taylor
Publisher:   Pearson Education (US)
Imprint:   Prentice Hall
Dimensions:   Width: 16.30cm , Height: 1.80cm , Length: 23.30cm
Weight:   0.410kg
ISBN:  

9780132692076

ISBN 10:   0132692074
Pages:   208
Publication Date:   18 August 2011
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Out of Print
Availability:   In Print  
Limited stock is available. It will be ordered for you and shipped pending supplier's limited stock.

Table of Contents

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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Author Information

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.

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