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

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. You’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 “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

 

「獲得正確的IT服務，以正確的條款，免去麻煩或過高的付費」

要充分享受科技的好處並避免科技故障所帶來的巨大成本，您必須以遠見、方向和專業來管理IT。只有一套方法足夠強大，能夠實現這一點：IT服務管理（ITSM）。在《服務智能》中，ITSM先驅Sharon Taylor向企業經理展示如何充分利用它。您將學習如何確保服務質量，預測漏洞，提高可靠性，並將IT直接與業務績效相關聯。Taylor從真正的商業角度解釋了ITSM，消除了行話，幫助您在不變得過於技術化的情況下創造價值。她為您提供了更有效地協商IT服務、改善IT投資回報率並擺脫對內部或外部IT供應商的「束縛」的強大工具。

內容包括：
• 辨識出優秀的IT服務是什麼樣子，並評估您目前所獲得的服務
• 選擇最適合您需求的最佳IT服務供應商和服務
• 發現並解決與內部或外部供應商關係有關的問題
• 確保您不支付不需要的服務
• 協商服務、需求、水平、價格、質量和交付
• 在不失去對業務的關注的情況下利用ITSM實踐
• 創建以業務為重點的服務報告和評分卡，關注最重要的事項