Service Management Strategies that Work: Guidance for Executives

Description

Provides helpful and practical advice for all organizations that are undergoing the difficult transition from a technology to a service orientation. Covers the following key topics: IT Governance Unraveled; The External Managed Service Provider; Process Implementation; Defining, Modeling and Costing IT Services; The Federated CMDB; Developing A Quality Driven Measurement Framework; The Theory of Constraints and Continuous Service Improvement

CONTENTS:

Chapter 1: Introduction: Business Alignment or Business Integration?

Chapter 2: IT Governance Unraveled

Chapter 3: The External Managed Service Provider

Chapter 4: Process Implementation

Chapter 5: Defining, Modeling and Costing IT Services

Chapter 6: The Federated CMDB

Chapter 7: Developing A Quality Driven Measurement Framework

Chapter 8: The Theory of Constraints and Continuous Service Improvement