book

Service Management for Dummies®

Name: Service Management for Dummies®
ISBN: 9780470440582

by Fern Halper, Robin Bloor, Judith Hurwitz, Marcia Kaufman

June 2009

Beginner

332 pages

7h 20m

English

For Dummies

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Copyright
About the Authors
Authors' Acknowledgments
Publisher's Acknowledgments
Introduction
About This BookFoolish AssumptionsHow This Book Is OrganizedPart I: Introducing Service ManagementPart II: Getting the Foundation in PlacePart III: Service Management Technical FoundationPart IV: Nitty-Gritty Service ManagementPart V: Real Life with Service ManagementPart VI: The Part of TensIcons Used in This BookWhere to Go from Here
I. Introducing Service Management
1. Understanding Service Management
1.1. Knowing That Everything Is a Service1.2. Looking at How the Digital World Has Turned Everything Upside Down1.3. Implementing Service Management1.4. Managing Services Effectively1.4.1. Behind-the-scenes management activities1.4.2. Provider/customer collaboration
2. Getting Inside Service Management
2.1. Building a Foundation for Service Management2.1.1. Inputs and outputs2.1.2. Assets and tools2.1.3. A standardized process model2.1.4. Skilled participants2.2. Seeing the Importance of Oversight2.3. Balancing the Physical World and IT Systems2.3.1. Physical and IT systems2.3.2. Service best practices2.3.3. Service delivery and oversight
3. The Customer Is King
3.1. Understanding Customers' Expectations3.2. Looking at a Service from the Outside3.3. Understanding Service Management3.4. Dealing with the Commercial Reality3.5. Gaining Control of Services and Service Components
II. Getting the Foundation in Place

4. Service Management Standards and Best Practices
4.1. Understanding What Best Practices and Standards Can Do for You4.2. Using Standards and Best Practices to Improve Quality4.3. Finding Standards4.3.1. ITIL4.3.2. ISO4.3.2.1. ISO 90014.3.2.2. ISO/IEC 200004.3.2.3. ISO/IEC 385004.3.3. COBIT4.3.4. eTOM4.4. Getting Certified
5. Implementing ITIL
5.1. ITIL V3: A Useful Blueprint for Enterprise Service Management5.1.1. Book 1: Service Strategy5.1.2. Book 2: Service Design5.1.3. Book 3: Service Transition5.1.4. Book 4: Service Operation5.1.5. Book 5: Continual Service Improvement5.2. Practical Considerations in Implementing ITIL5.3. How ITIL Integrates with Other Best-Practices Frameworks
6. Implementing a Service Management Strategy
6.1. Seeing What Service Management Can Do for Your Organization6.1.1. Considering a real-world example6.1.2. Relating the example to service management6.2. Starting with the Service Strategy6.2.1. Creating a service strategy6.2.2. Finding out what customers really want6.3. Creating a Service Management Plan6.4. Defining a Service Management Plan6.5. Understanding Service Management and Governance6.6. Automating Service6.7. Planning Service Strategy and Service Management6.8. Finding Out How Your Organization Measures Up6.9. Seeing What Service Management Will Look Like in Your Organization6.9.1. Putting the focus on business performance6.9.2. Understanding service oriented architecture6.10. Getting to the Desired End State
7. Launching into Service Management
7.1. Four Key Elements to Consider7.1.1. Education: A crucial component7.1.2. Service strategy: The driver of the service management plan7.1.3. Assessment: Where you are today and where you want to go7.1.4. Service management plan: A road map for moving forward7.2. Don't Forget to Measure, Monitor, and Optimize
III. Service Management Technical Foundation
8. The Service Management Universe
8.1. Viewing Service Management in a Business Model8.2. Understanding the Six Layers of Service Management8.2.1. Defining the six layers8.2.1.1. Facilities and Data Center8.2.1.2. Computer Hardware8.2.1.3. Information/Data8.2.1.4. Software/Applications8.2.1.5. Staff/Operatives8.2.1.6. Business Services8.2.2. Recognizing the dynamic nature of the six layers8.2.2.1. Changes in the Facilities and Data Center layer8.2.2.2. Changes in the Computer Hardware layer8.2.2.3. Changes in the Information/Data layer8.2.2.4. Changes in the Software/Applications layer8.2.2.5. Changes in the Staff/Operatives layer8.2.2.6. Changes in the Business Services layer8.3. Determining the Value of Service Management8.3.1. Support costs8.3.2. Optimization costs8.3.3. Risk costs8.3.4. Change costs
9. The Technical Foundation of Service Management
9.1. Understanding the Relationships in Systems9.1.1. Computers and computer networks9.1.2. Service management systems9.2. Working with a Configuration Management Database9.2.1. Integration infrastructure9.2.2. Asset management and discovery9.2.2.1. Asset management application9.2.2.2. Asset discovery application9.2.3. Identity management9.2.4. Configuration management9.3. Federating the CMDB9.3.1. Strategy9.3.2. Maturity9.3.3. Key performance indicators
10. Governing the Service Universe
10.1. Understanding the Roles of IT Governance10.1.1. Helping the organization meet its goals10.1.2. Providing a view from the top10.1.3. Improving efficiency10.2. Balancing IT and Business Requirements10.3. Measuring and Monitoring Performance10.3.1. Measurement methods10.3.2. Proactive communication10.4. Making Governance Work10.5. Developing Best Practices10.5.1. Establishing a governance body10.5.2. Monitoring and measuring IT service performance10.5.3. Cataloging control and compliance data
IV. Nitty-Gritty Service Management
11. Managing the Data Center
11.1. Understanding the Siloed Nature of the Data Center11.2. Seeing the Data Center As a Factory11.3. Optimizing the Data Center11.4. Managing the Data Center11.4.1. Supplier management11.4.2. Governance and compliance11.4.2.1. Compliance11.4.2.2. Governance11.5. Managing the Facility11.5.1. Asset optimization11.5.2. Facility management11.5.3. Disaster recovery11.6. Managing Workloads11.6.1. Application self-service11.6.2. IT process automation11.6.3. Workload automation11.7. Managing Hardware11.7.1. Desktop and device management11.7.2. Hardware provisioning and virtualization11.7.3. Network management11.8. Managing Data Resources11.9. Managing the Software Environment11.10. Managing the Service Management Infrastructure11.10.1. Cloud computing11.10.2. Service management reporting11.10.3. Integration infrastructure11.11. Understanding Strategy and Maturity
12. Service Support and the Service Desk
12.1. Watching the Service Desk in Action . . . or Inaction12.2. Seeing How a Service Desk Works12.2.1. Goals of the service desk12.2.2. Functions of the service desk12.3. Managing Events12.3.1. Reporting on events12.3.2. Diagnosing problems12.3.3. Remediating and verifying problems12.3.3.1. Remediation12.3.3.2. Verification12.4. Tracking Service Key Performance Indicators12.4.1. Service-level metrics12.4.2. Service desk metrics
13. Desktop and Device Management
13.1. Clients, Clients Everywhere ...13.2. Dividing Client Management into Five Process Areas13.2.1. Asset management13.2.2. Service monitoring13.2.3. Change management13.2.4. Security13.2.5. Integration/automation13.3. Moving the Desktop into the Data Center13.3.1. Session-based computing13.3.2. Operating-system streaming13.3.3. True client virtualization13.3.4. The PC blade13.4. Meeting Service Expectations in Client Environments
14. Data Management in a Service Management World
14.1. Creating a Data Management Strategy14.2. Reviewing the Elements of Data Management14.2.1. Typing your data for delivery14.2.2. Getting at data: Storage and retrieval14.2.3. Securing data: Backup and recovery14.2.3.1. Backup media14.2.3.2. Elements of a backup strategy14.2.4. Preparing for the worst: Disaster management14.2.5. Storing data long-term: Archiving
15. Virtualizing the Computing Environment
15.1. Understanding Virtualization15.1.1. Using a hypervisor in virtualization15.1.2. Abstracting hardware assets15.2. Managing Virtualization15.2.1. Foundational issues15.2.1.1. License management15.2.1.2. Service levels15.2.1.3. Network management15.2.1.4. Workload administration15.2.1.5. Capacity planning15.2.1.6. IT process workflow15.2.2. Abstraction layer15.2.3. Provisioning software15.2.4. Virtualizing storage15.2.5. Hardware provisioning15.2.6. Security issues15.2.6.1. Network monitoring15.2.6.2. Hypervisors15.2.6.3. Configuration and change management15.2.6.4. Perimeter security15.3. Taking Virtualization into the Cloud15.3.1. Defining cloud computing15.3.2. Using the cloud as utility computing15.3.3. Veiling virtualization technology from the end user
16. IT Security and Service Management
16.1. Understanding the Universe of Security Risks16.1.1. Inside and outside threats16.1.2. Types of attacks on IT assets16.2. Taking a Structured Approach to IT Security16.3. Implementing Identity Management16.3.1. Benefits of identity management16.3.2. Aspects of identity management16.3.2.1. Data collation and management16.3.2.2. Integration16.3.2.3. Stronger authentication16.3.2.4. Provisioning16.3.2.5. Single sign-on16.3.2.6. Security administration16.3.2.7. Data analysis16.4. Employing Detection and Forensics16.4.1. Activity logs16.4.2. HIPS and NIPS16.4.3. Data audit16.5. Encrypting Data16.6. Creating an IT Security Strategy
17. Business Service Management
17.1. Defining Business Service Management17.2. Using Key Performance Indicators in Risk Management17.3. Putting Service Levels in Context17.3.1. Business service levels17.3.2. IT service levels17.4. Seeing Business Service Management As a Balancing Act
18. Planning the Evolution of the Data Center
18.1. Approaching Service Management the Google Way18.2. Corporate and IT Strategizing, and Data Center Planning18.2.1. Project portfolio management18.2.1.1. Putting PPM in context18.2.1.2. Managing change18.2.1.3. Coordinating downstream activities18.2.2. Technology evaluation18.2.3. Governance and compliance18.2.4. Business service management18.3. Drawing an Evolutionary Road Map for the Data Center18.4. Start Developing Your Service Strategy Now!
V. Real Life with Service Management
19. Manufacturing
19.1. Elbit Systems of America19.1.1. Implementing a service desk19.1.2. Streamlining business processes19.1.3. Creating a service catalog19.1.4. Implementing a CMDB19.1.5. Employing virtualization19.1.6. Establishing best practices19.2. Cisco19.2.1. Using the multilayer service catalog19.2.1.1. Foundational Services19.2.1.2. Client Services19.2.1.3. Business Services19.2.2. Enhancing the CMDB19.2.2.1. Managing service-level agreements19.2.2.2. Laying the groundwork for virtualization19.2.3. Changing to a customer-experience mindset19.3. Varian Medical Systems19.3.1. Defining the challenges of the industry19.3.2. Implementing a remote-access solution19.3.3. Creating a rotating service desk19.3.4. Measuring the impact of service management
20. Health Care
20.1. The Medical Center of Central Georgia20.1.1. Revamping the Technical Support Center20.1.2. Automating processes20.1.3. Establishing best practices20.2. Independence Blue Cross20.2.1. Putting transparency back into the process20.2.2. Getting proactive for the business: The OCC20.2.3. Identifying best practices20.3. Sisters of Mercy Health System20.3.1. Seeing the need for improved service management20.3.2. Prescribing a service management solution20.3.3. Providing a service management makeover20.3.3.1. Setting expectations20.3.3.2. Refining the tracking system20.3.3.3. Conducting customer and user surveys20.3.4. Achieving a healthy prognosis20.4. Partners HealthCare20.4.1. Monitoring services20.4.2. Planning capacity needs20.4.3. Identifying team roles
21. Retail
21.1. Virgin Entertainment Group21.1.1. (Store) room for improvement21.1.2. The circle game21.1.3. Monitor the infrastructure; think about the business21.1.4. Don't light my fire
22. Hospitality
22.1. InterContinental Hotels Group22.1.1. Creating a center of excellence22.1.1.1. Managing the service life cycle22.1.1.2. Collaboration between domain owners22.1.2. Meeting service levels22.1.3. Finding a balance
23. Education
23.1. Commission scolaire de la Région-de-Sherbrooke23.1.1. Organizing to succeed23.1.2. Deploying the strategy23.1.2.1. Asset management23.1.2.2. Desktop management23.1.2.3. Incident management23.1.3. Changing the way things are done23.1.4. Establishing best practices
24. Service Provider
24.1. CIBER24.1.1. Service management solutions: Then and now24.1.1.1. Troubleshooting24.1.1.2. Reporting24.1.2. Service-level agreements: Business versus technical24.1.2.1. Measuring business SLAs24.1.2.2. Mitigating potential issues24.1.3. Lessons learned and best practices
VI. The Part of Tens
25. Ten Service Management Dos and Don'ts
25.1. Do Remember Business Objectives25.2. Don't Stop Optimizing after a Single Process25.3. Do Remember Business Processes25.4. Do Plan for Cultural Change25.5. Don't Neglect Governance25.6. Do Keep Security in Mind25.7. Don't Try to Manage Services without Standardization and Automation25.8. Do Remember Industry Standards and Best Practices25.9. Do Start with a Visible Project25.10. Don't Postpone Service Management
26. Ten Swell Service Management Resources
26.1. Hurwitz & Associates26.2. ITIL26.3. ITIL Central26.4. ISO26.5. ISACA and COBIT26.6. eSCM26.7. CMMI26.8. eTOM26.9. TechTarget26.10. Vendor Sites
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Authors' Acknowledgments

We heartily thank our friends at Wiley, most especially Katie Feltman and our development editor, Kathy Simpson.

We learned a tremendous amount from all our interactions with IT executives who willingly and graciously shared their experiences and knowledge about those experiences with service management. We would like to acknowledge the following individuals: Elizabeth Kubycheck, George Maroulakos, and Keenan Phelan of CIBER; Guillermo Diaz, Jr. and Sean Worthington of Cisco; Philippe Caron of Commission scolaire de la Région-de-Sherbrooke; Harry K. Butler III of Elbit Systems of North America; Eric Norman and Bill Peer of InterContinental Hotels Group; Nick Robak of Independence Blue Cross; Isaac Ramsingh and Patrice Briley of The Medical Center of Central Georgia; Steve Flammini and Mary Finlay of Partners HealthCare; Michael Zucker of Sisters of Mercy Health System; Dan DuBeau and Meryl Ginsberg of Varian Medical Systems; and Robert Fort of Virgin Entertainment Group.

Thank you to our friends representing many of the vendors, systems integrators, and industry associations in the service management community: Al Zollar, Doug Brown, Kristin Hansen, Bill Powell, Caroline Robertson, Pierre Coyne, Rich Esposito, Pat Reynolds, Kathleen Holm, Alan Ganek, Laura Sanders, Terese Knicky, and Patty Rowell of IBM; Erin Smith of Axeda; Elaine Korn and Bill Emmett of BMC; Janice Thomas, Nicole Buffalino, and Julie L. Henderson of CA; Craig B. Librett and Jane Emerson ...

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Service Management for Dummies®

by Fern Halper, Robin Bloor, Judith Hurwitz, Marcia Kaufman

Authors' Acknowledgments

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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