Get the Right IT Services, on the Right terms, Without Hassles or Overpaying To gain the full benefits of technologyaand avoid the staggering costs of technology failureayou 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. Youall 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 acaptivitya to either internal or external IT providers. Coverage includes ac Recognizing what excellent IT service looks like and assessing what youare getting now ac Selecting the best IT service providers and services for your needs ac Spotting and rectifying trouble with internal or external supplier relationships ac Making sure you donat pay for services you donat need ac Negotiating services, requirements, levels, price, quality, and delivery ac Leveraging ITSM practices without losing focus on the business ac 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;...
|Publisher||:||Prentice Hall - 2011-07-28|