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 takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

A plain-English guide to managing IT from the customer'sperspective* Practical guidance on delivering and managing IT so that itmeets the multiple needs and demands of a company and its customersand end-users-both inside and outside theorganization-is hard to come by; this accessible book takes acommon-sense approach that explains exactly what IT services areand how to fit them most effectively into a business* Topics include setting a framework, keeping costs down,improving efficiency, and maintaining standards and bestpractices* This concept of how IT should be wired specifically into thegoals and need of the company and its customers is part of abroader picture that includes ITIL, BPM, SOA, and Six Sigma

Introduction.Part I: Introducing Service Management.Chapter 1: Understanding Service Management.Chapter 2: Getting Inside Service Management.Chapter 3: The Customer Is King.Part II: Getting the Foundation in Place.Chapter 4: Service Management Standards and Best Practices.Chapter 5: Implementing ITIL.Chapter 6: Implementing a Service Management Strategy.Chapter 7: Launching into Service Management.Part III: Service Management Technical Foundation.Chapter 8: The Service Management Universe.Chapter 9: The Technical Foundation of Service Management.Chapter 10: Governing the Service Universe.Part IV: Nitty-Gritty Service Management.Chapter 11: Managing the Data Center.Chapter 12: Service Support and the Service Desk.Chapter 13: Desktop and Device Management.Chapter 14: Data Management in a Service Management World.Chapter 15: Virtualizing the Computing Environment.Chapter 16: IT Security and Service Management.Chapter 17: Business Service Management.Chapter 18: Planning the Evolution of the Data Center.Part V: Real Life with Service Management.Chapter 19: Manufacturing.Chapter 20: Health Care.Chapter 21: Retail.Chapter 22: Hospitality.Chapter 23: Education.Chapter 24: Service Provider.Part VI: The Part of Tens.Chapter 25: Ten Service Management Dos and Don'ts.Chapter 26: Ten Swell Service Management Resources.Glossary.Index.