Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management

Introduction

Do you ever have days where you come across a concept so simple, yet so powerful, that you wished you’d thought of it yourself? Of course—we all do. Today is one of those days. By picking up this book, you will have started a journey of “a-ha” moments that will leave you wondering why someone didn’t tell you this a long time ago. Well, chances are, they have.

Some experts estimate that there are over 3 billion computers in the world. Take a walk around your place of business and count the number of people using PCs, telephones, PDAs, and fax machines.

To have a conversation with another person, you can email, chat, tweet, instant message, RSS, phone, or see them in person (most often occurring in somewhat that order). A meeting can ...