Service management for dummies
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users-both inside and outside the organization-is hard to come by; this accessible book ta...
| Otros Autores: | , |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Indianapolis, IN :
Wiley Pub., Inc
2009.
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| Edición: | 1st edition |
| Colección: | For Dummies
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627604906719 |
Tabla de Contenidos:
- Service Management for Dummies; About the Authors; Dedication; Authors' Acknowledgments; Contents at a Glance; Table of Contents; 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; Part I: Introducing Service Management; Chapter 1: Understanding Service Management
- Knowing That Everything Is a ServiceLooking at How the Digital World Has Turned Everything Upside Down; Implementing Service Management; Managing Services Effectively; Chapter 2: Getting Inside Service Management; Building a Foundation for Service Management; Seeing the Importance of Oversight; Balancing the Physical World and IT Systems; Chapter 3: The Customer Is King; Understanding Customers' Expectations; Looking at a Service from the Outside; Understanding Service Management; Dealing with the Commercial Reality; Gaining Control of Services and Service Components
- Part II: Getting the Foundation in PlaceChapter 4: Service Management Standards and Best Practices; Understanding What Best Practices and Standards Can Do for You; Using Standards and Best Practices to Improve Quality; Finding Standards; Getting Certified; Chapter 5: Implementing ITIL; ITIL V3: A Useful Blueprint for Enterprise Service Management; Practical Considerations in Implementing ITIL; How ITIL Integrates with Other Best-Practices Frameworks; Chapter 6: Implementing a Service Management Strategy; Seeing What Service Management Can Do for Your Organization
- Starting with the Service StrategyCreating a Service Management Plan; Defining a Service Management Plan; Understanding Service Management and Governance; Automating Service; Planning Service Strategy and Service Management; Finding Out How Your Organization Measures Up; Seeing What Service Management Will Look Like in Your Organization; Getting to the Desired End State; Chapter 7: Launching into Service Management; Four Key Elements to Consider; Don't Forget to Measure, Monitor, and Optimize; Part III: Service Management Technical Foundation; Chapter 8: The Service Management Universe
- Viewing Service Management in a Business ModelUnderstanding the Six Layers of Service Management; Determining the Value of Service Management; Chapter 9: The Technical Foundation of Service Management; Understanding the Relationships in Systems; Working with a Configuration Management Database; Federating the CMDB; Chapter 10: Governing the Service Universe; Understanding the Roles of IT Governance; Balancing IT and Business Requirements; Measuring and Monitoring Performance; Making Governance Work; Developing Best Practices; Part IV: Nitty-Gritty Service Management
- Chapter 11: Managing the Data Center
