September 2017
Intermediate to advanced
208 pages
4h
English
book
Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management
by Sharon Taylor
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Index
A
Access Management, 124
AI (Acquire and Implement), 15
appendices, service agreements, 172
assurances, business integrity, 43-45
ATMs, out of service example, 2-4
audits, service agreements, 172
availability, ITSPs, 63
B
balance, partner compass, 114
BIA (Business Impact Analysis), 42
Business Impact Analysis (BIA), 42
business management, customer roles, 120
Business Relationship Manager, 122
business services, 39
defining, 29-33
business transformations, 145-146
business units covered, service contracts, 91
business value creation, ITIL, 21
business view, agreed upon objectives, 89
C
capacity, 99
ITSPs, 64
Capacity and Availability Managers, 124
capitalizing on strengths, 5
change advisory board members, customer roles, ...