Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management ePub (Adobe DRM) download by Sharon Taylor

Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management

Prentice Hall
Publication date: July 2011
ISBN: 9780132692090
Digital Book format: ePub (Adobe DRM)

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This is the eBook version of the printed book.Get the Right IT Services, on the Right terms, Without Hassles or Overpaying To gain the full benefits of technology–and avoid the staggering costs of technology failure–you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. Step by step, you’ll learn how to manage service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance. Taylor explains ITSM from a true business point of view, cutting through jargon and helping you drive value without becoming overly technical. She gives you powerful tools for negotiating IT services more effectively, improving IT ROI, and escaping “captivity” to either internal or external IT providers. Coverage includes
Recognizing what excellent IT service looks like and assessing what you’re getting now
Selecting the best IT service providers and services for your needs
Spotting and rectifying trouble with internal or external supplier relationships
Making sure you don’t pay for services you don’t need
Negotiating services, requirements, levels, price, quality, and delivery
Leveraging ITSM practices without losing focus on the business
Creating business-focused service reports and scorecards that focus on what matters most
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Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management ePub (Adobe DRM) download by Sharon Taylor
Prentice Hall, July 2011
ISBN: 9780132692090
EAN:  9780132692090
ePub (Adobe DRM)
List Price: $27.99 eBook price: $24.99
Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management PDF (Adobe DRM) download by Sharon Taylor
Prentice Hall, August 2011
ISBN: 9780132692083
EAN:  9780132692083
PDF (Adobe DRM)
List Price: $27.99 eBook price: $24.99