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Service Management Strategies that Work: Guidance for Executives
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
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