Practical Guide To World-Class IT Service Management

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.

Aruncati o privire in culise asupra trecutului, prezentului si viitorului managementului serviciilor IT si setati-va organizatia pe o cale catre biroul de service de talie mondiala si ITSM! Acest ghid contine 6 procese de baza si 12 procese de clasa mondiala, fiecare dintre ele fiind descris in capitole care ofera o imagine logica a elementului in sine si de ce este important pentru organizatie, impreuna cu un model de proces flexibil care poate fi adaptat la majoritatea intreprinderilor si modul in care functioneaza procesul in practica - plus modele dovedite si practice si sfaturi pentru succes de la organizatii performante in implementarea procesului.