Service Management For Dummies
By Hurwitz, Robin Bloor, Marcia Kaufman, Fern Halper
Publisher: Wiley / For Dummies
Final Release Date: May 2009
Pages: 384

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 makeeverybody happy — the customer, the service provider, and thebusiness owner. Understand the value of managing your physicalenvironments and IT systems with an integrated approach. Learn howreal companies improve business performance by streamliningbusiness processes and applying service management standards andbest practices.

  • Define service — identify what the customer wants, howthe business can provide it, and which technological tools willmake it happen
  • Who's king? — whether you're the IT manager or thebusiness owner, see how to think like the customer

  • Standards are key — understand the standards and bestpractices that can improve quality and reduce costs

  • Strategically speaking — develop and implement a servicemanagement strategy

  • What's it worth? — assess the costs and return associatedwith service management

  • Get down to business — discover how to manage datacenters, support services, desktops and devices, IT security, andother business services

  • See it at work — explore case studies of servicemanagement 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 servicemanagement 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

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Ebook: $31.99
Formats:  ePub, Mobi, PDF