The Practical Guide To World-Class IT Service Management

Smith, Kevin J

ISBN 10: 0578188988 / ISBN 13: 9780578188980

Editore: Anima Group, 2017

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Dati bibliografici

• Titolo: The Practical Guide To World-Class IT Service Management
• Editore: Anima Group
• Data di pubblicazione: 2017
• Lingua: Inglese
• ISBN 10: 0578188988
• ISBN 13: 9780578188980
• Rilegatura: Rilegato
• Condizione: VeryGood

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Riassunto

Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM! This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice-plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.