Keith D. Sutherland / Lawrence J. 'Butch' Sheets
Librería Samer Atenea
Librería Aciertas (Toledo)
Kálamo Books
Librería Perelló (Valencia)
Librería Elías (Asturias)
Donde los libros
Librería Kolima (Madrid)
Librería Proteo (Málaga)
Develop and improve the service management capabilities of your organization or business with this comprehensive handbookKey FeaturesA complete, pragmatic guide on service management from industry expertsLearn industry best practices and proven strategies to establish and improve a service management capabilityGet hands on with implementing and maintaining a service management capabilityPurchase of the print or Kindle book includes a free PDF eBookBook DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability.You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You’ll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs.This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice.By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learnDiscover a holistic approach to managing servicesGet acquainted with the service management methods, frameworks, and best practicesUnderstand the significance of a service management strategyDemonstrate your skills to deliver high-quality, timely servicesFind out how to become a respected business partner to your customersRecognize the role of governance, outcomes, and marketsGrasp the concept of value capture and maintaining value over timeExplore common processes that lay the foundation for effective service managementWho this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff.Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.Table of ContentsUnderstanding Service ManagementGetting to Grips with Service Management FrameworksWorking with the 'Design Thinking' Aspect of Service ManagementSystems Thinking in Terms of Service ManagementService Management Key ConceptsIncident ManagementProblem ManagementChange Management Release and Deployment ManagementRequest Management Service Catalog Management Service Asset Management Configuration Management Business Relationship Management Service Level Management Pragmatic Application of Service Management(N.B. Please use the Look Inside option to see further chapters)
