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Service Management For Dummies
 
 

Service Management For Dummies [Kindle Edition]

Robin Bloor , Marcia Kaufman , Fern Halper
4.0 out of 5 stars  See all reviews (1 customer review)

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Product Description

Product Description

A plain-English guide to managing IT from the customer's perspective

  • Practical 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 business
  • Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices
  • This 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

From the Back Cover

Manage your business from a services perspective What 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 happen Who′s king? — whether you′re the IT manager or the business owner, see how to think like the customer Standards are key — understand the standards and best practices that can improve quality and reduce costs Strategically speaking — develop and implement a service management strategy What′s it worth? — assess the costs and return associated with service management Get down to business — discover how to manage data centers, support services, desktops and devices, IT security, and other business services See it at work — explore case studies of service management in the manufacturing, retail, health care, hospitality, and other business sectors Open the book and find: How the digital world has altered service Service management assets and tools Resources for best practices and standards information Advice for defining, creating, and maintaining a service management plan The six layers of service management How to optimize a data center Ideas for managing your business assets as services The role of virtualization and cloud computing

Product details

  • Format: Kindle Edition
  • File Size: 1605 KB
  • Print Length: 340 pages
  • Page Numbers Source ISBN: 0470440589
  • Publisher: For Dummies; 1 edition (11 May 2009)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • ASIN: B0029XKNIA
  • Text-to-Speech: Enabled
  • X-Ray:
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: #106,064 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Most Helpful Customer Reviews
0 of 1 people found the following review helpful
4.0 out of 5 stars Happy with this 25 Dec 2012
Format:Paperback|Verified Purchase
Arrived quickly and is exactly what i was expecting. This assisted me with my course on Service Management. Happy days.
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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com: 4.4 out of 5 stars  5 reviews
2 of 2 people found the following review helpful
5.0 out of 5 stars Very good book and basic principles clear 13 Feb 2012
By Dan - Published on Amazon.com
Format:Paperback
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
3.0 out of 5 stars Service Management for Dummies 27 May 2014
By Ramona Kilby - Published on Amazon.com
Format:Paperback|Verified Purchase
Book was as expected. Covered the basic topics. I did like the tips that were included as with all the "dummies" books.
4.0 out of 5 stars Practical, fun 27 Mar 2013
By PENNY S WELLER - Published on Amazon.com
Format:Paperback|Verified Purchase
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.
5.0 out of 5 stars Simple and to the point! 3 Oct 2012
By mor krispil - Published on Amazon.com
Format:Paperback
A simple and clear understanding of the "service" principle, in its whole concept, business AND technology.

Great for IT experts who want to have the complete picture of SAAS and for business planners, considering the new approach
5.0 out of 5 stars Good start for a newbie 9 July 2012
By Anton Spirin - Published on Amazon.com
Format:Kindle Edition|Verified Purchase
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.
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Popular Highlights

 (What's this?)
&quote;
A service is a purposeful activity carried out for the benefit of a known target. &quote;
Highlighted by 28 Kindle users
&quote;
The execution of a service is the process of performing the task, whereas service management is the process of making sure that the task is performed according to expectations. &quote;
Highlighted by 21 Kindle users
&quote;
In evaluating service quality, measurements of customers' and stakeholders' satisfaction are the most important. &quote;
Highlighted by 16 Kindle users

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