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Synopsis
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.
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- PublisherAnima Group
- Publication date2017
- ISBN 10 0578188988
- ISBN 13 9780578188980
- BindingHardcover
- LanguageEnglish
- Number of pages462
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