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

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

by Sharon Taylor
September 2017
Intermediate to advanced
208 pages
4h
English
Pearson
Content preview from Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management

Contents

Introduction

Why Read This Book?

Illuminating Your Vulnerabilities

Capitalizing on Your Strengths

ITSM—In Good Company

Chapter 1 ITSM 101: From Data to Wisdom

ITSM—Grass Roots

ITSM—20/20 Hindsight

IT Governance

IT Compliance and Audit

International Standards

ITIL Service Management Practices

Maturing ITSM practices

Endnotes

Chapter 2 ITSM: The Business Asset

The Roadmap

IT Governance—What to Look For

IT Compliance and Audit—Reasons to Have It

IT Service Practices

Endnotes

Chapter 3 The Service

The Anatomy of a Service—Building the Services You Want

Service Ingredients

We’ll Have What They’re Having, Please!

Service Catalog

The Service Agreement

Chapter 4 The IT Service Provider

Types of ITSP

ITSP Competences

ITSP Sourcing

What Should ...

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Publisher Resources

ISBN: 9780132692113Purchase book