APPENDIX A

The Bottom Line

Each of The Bottom Line sections in the chapters suggest exercises to deepen skills and understanding. Sometimes there is only one possible solution, but often you are encouraged to use your skills and creativity to create something that builds on what you know and lets you explore one of many possible solutions.

Chapter 1: Overview of Operations Management

Understand IT service management. You can think of ITSM as a conduit between the business and the technology that helps run the business. Along with the technical approach to IT, consider implementing a process-based approach to complement the technical side. This will help minimize downtime and help your business meet requirements set forth in SLAs.
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