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Viser: Service Management for Dummies
Service Management for Dummies
Robin Bloor, Marcia Kaufman, Fern Halper og Judith S. Hurwitz
(2009)
Sprog: Engelsk
John Wiley & Sons, Incorporated
237,00 kr.
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Detaljer om varen
- Paperback: 336 sider
- Udgiver: John Wiley & Sons, Incorporated (Juni 2009)
- Forfattere: Robin Bloor, Marcia Kaufman, Fern Halper og Judith S. Hurwitz
- ISBN: 9780470440582
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.
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.
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Tlf 77 42 43 44 - email poly@polyteknisk.dk - CVR 34072655 - Sydbank Reg: 6748 Konto 0001107927