IT Service Management Guide

Jan Van Bon

820 pages, parution le 22/08/2002

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Indisponible

Résumé

The Guide to IT Service Management provides an insight into the latest developments in the field of IT service management (ITSM), It contains in-depth artricles regarding issues and trends in ITSM and provides a series of useful instruments that can be implemented immediately or used in the future to analyse how well any company is managing its IT services.
The Guide to IT Service Management is based on a global survey of methodological approaches that have been used to design and implement successful IT service management strategies. The examination of these various approaches will enable you to build a platform on which your business can develop its IT service strategy. This will ensure that you can implement a high quality and successful service management policy that meets the needs of your customers
. Areas covered include:

Process management models
Outsourcing and procurement
Service level management
Software quality management
Cost management and company performance

The articles in this guide have been selected by an international editorial board consisting of specialists from the following internationally recognised organisations: GartnerGroup, Ernst & Young, META Group, OGC (formally CCTA), Hewlett Packard, IBM, Compaq, Delft University of Technology, EXIN and the IT Service Management Forum (ITSMF).
The Guide to IT Service Management can:

Improve your customer satisfaction - the Guide will enable you to gain a good understanding of your customers' IT requirements. Once you know what service they expect you can then ensure that you are able to satisfy them.

Focus on your business objectives - the IT services that your business provides must focus on meeting your business objectives. This Guide will help you to ensure that your business becomes business-driven as opposed to technology-driven.
Improve the return on IT investment - the Guide enables you to put processes in place that will improve utilization of resources and ultimately their effectiveness.
Improve staff morale - the Guide ensures that you are meeting your customers' IT requirements both effectively and efficiently. This will in turn improve staff morale and performance, increasing confidence in IT.
Reduce costs - the Guide represents excellent value providing expert insights at a fraction of the cost of hiring a consultant or attending a training course.

Contents

Models for managing information system
Sourcing and procurement
Metrics
Maturity
Processes
Organizational aspects
Practical guidance
E-management
Tools and instruments
Compendium for IT Service Management

Caractéristiques techniques

	PAPIER
Éditeur(s)	Addison Wesley
Auteur(s)	Jan Van Bon
Parution	22/08/2002
Nb. de pages	820
Format	19 x 24
Couverture	Relié
Poids	1634g
Intérieur	Noir et Blanc
EAN13	9780201737929
ISBN13	978-0-201-73792-9