Authors: Judith Hurwitz, Robin Bloor, Marcia Kaufman, Fern Halper

What if technology was designed to serve the business . every time?
That's service management! Done properly, it can make everybody
happy . the customer, the service provider, and the business owner.
Understand the value of managing your physical environments and IT
systems with an integrated approach. Learn how real companies improve
business performance by streamlining business processes and applying
service management standards and best practices.

* Define service . identify what the customer wants, how the business
can provide it, and which technological tools will make it happen
* Who's king? . whether you.re the IT manager or the business owner,
see how to think like the customer
* Standards are key . understand the standards and best practices
that can improve quality and reduce costs
* Strategically speaking . develop and implement a service management
strategy
* What's it worth? . assess the costs and return associated with
service management
* Get down to business . discover how to manage data centers, support
services, desktops and devices, IT security, and other business services
* See it at work . explore case studies of service management in the
manufacturing, retail, health care, hospitality, and other business sectors

Download File Size:3.46 MB

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