Service Management For Dummies (eBook)

Judith Hurwitz (president and CEO), Robin Bloor (partner and senior consultant), Marcia Kaufman (partner and COO), and Fern Halper (partner and senior data management strategist) are executives at Hurwitz & Associates, strategy consultants specializing in information and service management, cloud computing, and service oriented architecture. The team works with industry leaders on strategy and planning.

Introduction.

Part I: Introducing Service Management.

Chapter 1: Understanding Service Management.

Chapter 2: Getting Inside Service Management.

Chapter 3: The Customer Is King.

Part II: Getting the Foundation in Place.

Chapter 4: Service Management Standards and Best Practices.

Chapter 5: Implementing ITIL.

Chapter 6: Implementing a Service Management Strategy.

Chapter 7: Launching into Service Management.

Part III: Service Management Technical Foundation.

Chapter 8: The Service Management Universe.

Chapter 9: The Technical Foundation of Service Management.

Chapter 10: Governing the Service Universe.

Part IV: Nitty-Gritty Service Management.

Chapter 11: Managing the Data Center.

Chapter 12: Service Support and the Service Desk.

Chapter 13: Desktop and Device Management.

Chapter 14: Data Management in a Service Management World.

Chapter 15: Virtualizing the Computing Environment.

Chapter 16: IT Security and Service Management.

Chapter 17: Business Service Management.

Chapter 18: Planning the Evolution of the Data Center.

Part V: Real Life with Service Management.

Chapter 19: Manufacturing.

Chapter 20: Health Care.

Chapter 21: Retail.

Chapter 22: Hospitality.

Chapter 23: Education.

Chapter 24: Service Provider.

Part VI: The Part of Tens.

Chapter 25: Ten Service Management Dos and Don'ts.

Chapter 26: Ten Swell Service Management Resources.

Glossary.

Index.