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Service Management For Dummies

Service Management For Dummies

Judith S. Hurwitz, Robin Bloor, Marcia Kaufman, Fern Halper

ISBN: 978-0-470-52908-9

May 2009

336 pages

$20.99

Description

A plain-English guide to managing IT from the customer's perspective
  • Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business
  • Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices
  • This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma
Introduction.

Part I: Introducing Service Management.

Chapter 1: Understanding Service Management.

Chapter 2: Getting Inside Service Management.

Chapter 3: The Customer Is King.

Part II: Getting the Foundation in Place.

Chapter 4: Service Management Standards and Best Practices.

Chapter 5: Implementing ITIL.

Chapter 6: Implementing a Service Management Strategy.

Chapter 7: Launching into Service Management.

Part III: Service Management Technical Foundation.

Chapter 8: The Service Management Universe.

Chapter 9: The Technical Foundation of Service Management.

Chapter 10: Governing the Service Universe.

Part IV: Nitty-Gritty Service Management.

Chapter 11: Managing the Data Center.

Chapter 12: Service Support and the Service Desk.

Chapter 13: Desktop and Device Management.

Chapter 14: Data Management in a Service Management World.

Chapter 15: Virtualizing the Computing Environment.

Chapter 16: IT Security and Service Management.

Chapter 17: Business Service Management.

Chapter 18: Planning the Evolution of the Data Center.

Part V: Real Life with Service Management.

Chapter 19: Manufacturing.

Chapter 20: Health Care.

Chapter 21: Retail.

Chapter 22: Hospitality.

Chapter 23: Education.

Chapter 24: Service Provider.

Part VI: The Part of Tens.

Chapter 25: Ten Service Management Dos and Don’ts.

Chapter 26: Ten Swell Service Management Resources.

Glossary.

Index.