Service Management For Dummies 1st Edition by Judith S. Hurwitz (PDF)

Description

A plain-English guide to managing IT from the customer’s perspectivePractical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users&;both inside and outside the organization&;is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a businessTopics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practicesThis concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

User’s Reviews

Editorial Reviews: From the Back Cover Manage your business from a services perspectiveWhat if technology was designed to serve the business ― every time? That’s service management! Done properly, it can make everybody happy ― the customer, the service provider, and the business owner. Understand the value of managing your physical environments and IT systems with an integrated approach. Learn how real companies improve business performance by streamlining business processes and applying service management standards and best practices.Define service ― identify what the customer wants, how the business can provide it, and which technological tools will make it happenWho’s king? ― whether you’re the IT manager or the business owner, see how to think like the customerStandards are key ― understand the standards and best practices that can improve quality and reduce costsStrategically speaking ― develop and implement a service management strategyWhat’s it worth? ― assess the costs and return associated with service managementGet down to business ― discover how to manage data centers, support services, desktops and devices, IT security, and other business servicesSee it at work ― explore case studies of service management in the manufacturing, retail, health care, hospitality, and other business sectorsOpen the book and find:How the digital world has altered serviceService management assets and toolsResources for best practices and standards informationAdvice for defining, creating, and maintaining a service management planThe six layers of service managementHow to optimize a data centerIdeas for managing your business assets as servicesThe role of virtualization and cloud computing About the Author Judith Hurwitz (president and CEO), Robin Bloor (partner and senior consultant), Marcia Kaufman (partner and COO), and Fern Halper (partner and senior data management strategist) are executives at Hurwitz & Associates, strategy consultants specializing in information and service management, cloud computing, and service oriented architecture. The team works with industry leaders on strategy and planning.

Reviews from Amazon users which were colected at the time this book was published on the website:

⭐Very impressed with this practial approach. Am seeing movement from ITIL IT focus only to many other areas such as shared services. Very useful and an easy read.

⭐Excellent book with a basic set of information.This book contains all what you need know about ITSM for start your studying.Ideal for beginners.

⭐Book was as expected. Covered the basic topics. I did like the tips that were included as with all the “dummies” books.

⭐I have read this book and I also promoting it through my website itsiders.com (although I do not get paid for it) – I think the concept of Service Management is clear, mainly on the basics which are the foundation for any IT Service Management Professional. People who are starting in the area now I would say is a good book to read. It gives a clear view on the concepts, very practical and common-sense approach to issues like escalation, improvement, financial and best standards on IT market. I recommend. Thanks. itSiders.com

⭐Arrived quickly and is exactly what i was expecting. This assisted me with my course on Service Management. Happy days.

⭐great way to explain services

⭐After reading the book I was disappointed about the benefit. The topic was discussed on a very high level and it looks like that the authors haven’t worked on it on a more detailed level than the book and they have never left powerpoint. You will notice that point when you take a look about hints for practical implementation and the described examples because they looks like artificial / theoretical examples.

⭐Very basic/generic content.

⭐Found it hwlpful. Good read.

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