Service Intelligence

Service Intelligence

4.11 - 1251 ratings - Source

Get the Right IT Services, on the Right terms, Without Hassles or Overpaying To gain the full benefits of technologya€”and avoid the staggering costs of technology failurea€”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. Youa€™ll learn how to ensure 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 a€œcaptivitya€ to either internal or external IT providers. Coverage includes a€c Recognizing what excellent IT service looks like and assessing what youa€™re getting now a€c Selecting the best IT service providers and services for your needs a€c Spotting and rectifying trouble with internal or external supplier relationships a€c Making sure you dona€™t pay for services you dona€™t need a€c Negotiating services, requirements, levels, price, quality, and delivery a€c Leveraging ITSM practices without losing focus on the business a€c Creating business-focused service reports and scorecards that focus on what matters mostAPPENDIX B Service Contract Template The Service Contract template covers the basic information an organization should include. Ensure that you have adapted this template to your organizationa#39;s needs and have vetted it with legal, anbsp;...

Title:Service Intelligence
Author:Sharon Taylor
Publisher:Prentice Hall - 2011-07-28


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