Managing The It Services Process
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Managing The It Services Process
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Author : Noel Bruton
language : en
Publisher: Routledge
Release Date : 2012-11-12
Managing The It Services Process written by Noel Bruton and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-12 with Business & Economics categories.
Managing the IT Service Process is the first book of its kind to recognize the truth of IT Service delivery. It takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk. In the last 5 years there has been a major structural shift in the IT industry with the traditional position of Helpdesk Manager being replaced by a new function of IT Services Manager. The industry is now concentrating on the formulation of an end-to-end service process that replaces the previous norm of several disparate and non-integrated sections in an IT department such as the helpdesk, applications maintenance, operations, development procurement and systems management. Managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated service. Managing the IT Services Process is an instructional manual written by an acknowledged industry expert and includes techniques, charts, methods, case studies and anecdotes to support the text. The author encourages the reader to formulate an end-to-end IT service process by using a step by step approach. The text describes and encourages integration in IT and therefore will be useful for managers involved in the unified process.
A Practical Guide To Service Management
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Author : Keith D. Sutherland
language : en
Publisher: Packt Publishing Ltd
Release Date : 2023-10-13
A Practical Guide To Service Management written by Keith D. Sutherland and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-10-13 with Computers categories.
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book 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 learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who 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.
Quality Management For It Services Perspectives On Business And Process Performance
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Author : Praeg, Claus-Peter
language : en
Publisher: IGI Global
Release Date : 2010-09-30
Quality Management For It Services Perspectives On Business And Process Performance written by Praeg, Claus-Peter and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-09-30 with Business & Economics categories.
"This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.
Servicing Itsm
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Author : Randy A. Steinberg
language : en
Publisher: Trafford Publishing
Release Date : 2013-12-27
Servicing Itsm written by Randy A. Steinberg and has been published by Trafford Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-12-27 with Computers categories.
What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. Its all herecomplete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. Many books talk about how to build a service catalogthis book is a service catalog! We really struggled to identify and pull our IT services together until we saw this materialit saved us months! With this material, we can finally tell the business what IT actually delivers to them! A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation! One can put together an entire IT service management operation just from the service descriptions in this book!
Effective It Service Management
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Author : Rob Addy
language : en
Publisher: Springer
Release Date : 2010-11-19
Effective It Service Management written by Rob Addy and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-11-19 with Business & Economics categories.
This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products.
It Services Business Management
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Author : DUBEY SANJIVA SHANKAR
language : en
Publisher: PHI Learning Pvt. Ltd.
Release Date : 2012-02-11
It Services Business Management written by DUBEY SANJIVA SHANKAR and has been published by PHI Learning Pvt. Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-02-11 with Business & Economics categories.
In IT Services, the businesses are managed with a customer-centric approach. This book, through various concepts, processes and stages, explores the need and framework of IT Services business, and how they are managed to deliver services par excellence. The book comprehensively explains how ITSE (IT Services Enterprises) strategies are analyzed and formulated with the help of three-dimensional cube—customer-centricity, niche vs. end-to-end offering and disruptive innovation vs. gradual innovation. The book further teaches that a good marketing must start with an integrative vision of the ITS Enterprise, and reveals how a customer plays a dominant role in co-creating IT Services. It also details on the various stages of sales cycle called Sales funnel, and how the sales team manages the sales opportunity’s progress. The concluding chapters discuss the aspects needed for the survival and growth of the ITSE firms; the factors that propel growth—Demand, Quality of the business environment and Supply response of an enterprise. It also shows how the future of the IT Services depend on the combination of—Business environment, Information and Communication Technology (ICT) trends, IT Services business model trends and IT governance trends. The book is well-supported with the diagrams and illustrations to explain the concepts clearly. The Review Questions are also incorporated to analyze the students’ learning skills. The book is intended for the postgraduate students of business administration, MCA and MSc (IT). Besides, the book will also be beneficial for the IT Services executives and managers.
Process Excellence For It Operations
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Author : Pratfull Verma
language : en
Publisher: Process Excellence for It Operations
Release Date : 2013-12
Process Excellence For It Operations written by Pratfull Verma and has been published by Process Excellence for It Operations this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-12 with Information resources management categories.
As the title suggests, the book is providing a practical guidance on managing the processes for IT Services. There are lot of guidance available on technology management in IT industry but this book is focusing on technology independent service management. The book will be addressed to all IT people from a process practitioner perspective, however, the fundamentals are presented in simplistic terms, and therefore it should be useful to all IT people. It will describe the process engineering concept and how it can be applied to IT Service Management. This is not about the industry standard framework such as ITIL and COBIT but about the common processes that are generally used in real life operations. I will be using analogies and illustrations from non IT world also to make the things simple. This book does not focus on any technology.
The Practical Guide To World Class It Service Management
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Author : Kevin J Smith
language : en
Publisher: Anima Group
Release Date : 2017-03-14
The Practical Guide To World Class It Service Management written by Kevin J Smith and has been published by Anima Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-14 with categories.
Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM! This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice-plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: -A Brief History of IT Service Management -Understanding ITIL, COBIT, and ISO -The Consumerization of IT -Making Sense of Cloud and On-Premise -Enterprise Service Management -A Culture of Excellence -An Approach to Leverage Technology -The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.
Managing Service Delivery Processes
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Author : Jean Harvey
language : en
Publisher:
Release Date : 2006
Managing Service Delivery Processes written by Jean Harvey and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Business planning categories.
Implementing Service And Support Management Processes
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Author : Carrie Higday-Kalmanowitz
language : en
Publisher: The Stationery Office
Release Date : 2005-03-11
Implementing Service And Support Management Processes written by Carrie Higday-Kalmanowitz and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-03-11 with Computer service industry categories.
The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.