II. Getting the Foundation in Place
by Marcia Kaufman, Judith Hurwitz, Robin Bloor, Fern Halper
Service Management for Dummies®
- Copyright
- About the Authors
- Authors' Acknowledgments
- Publisher's Acknowledgments
- Introduction
- About This Book
- Foolish Assumptions
- How This Book Is Organized
- Part I: Introducing Service Management
- Part II: Getting the Foundation in Place
- Part III: Service Management Technical Foundation
- Part IV: Nitty-Gritty Service Management
- Part V: Real Life with Service Management
- Part VI: The Part of Tens
- Icons Used in This Book
- Where to Go from Here
- I. Introducing Service Management
- II. Getting the Foundation in Place
- 4. Service Management Standards and Best Practices
- 5. Implementing ITIL
- 6. Implementing a Service Management Strategy
- 6.1. Seeing What Service Management Can Do for Your Organization
- 6.2. Starting with the Service Strategy
- 6.3. Creating a Service Management Plan
- 6.4. Defining a Service Management Plan
- 6.5. Understanding Service Management and Governance
- 6.6. Automating Service
- 6.7. Planning Service Strategy and Service Management
- 6.8. Finding Out How Your Organization Measures Up
- 6.9. Seeing What Service Management Will Look Like in Your Organization
- 6.10. Getting to the Desired End State
- 7. Launching into Service Management
- III. Service Management Technical Foundation
- 8. The Service Management Universe
- 9. The Technical Foundation of Service Management
- 10. Governing the Service Universe
- IV. Nitty-Gritty Service Management
- 11. Managing the Data Center
- 11.1. Understanding the Siloed Nature of the Data Center
- 11.2. Seeing the Data Center As a Factory
- 11.3. Optimizing the Data Center
- 11.4. Managing the Data Center
- 11.5. Managing the Facility
- 11.6. Managing Workloads
- 11.7. Managing Hardware
- 11.8. Managing Data Resources
- 11.9. Managing the Software Environment
- 11.10. Managing the Service Management Infrastructure
- 11.11. Understanding Strategy and Maturity
- 12. Service Support and the Service Desk
- 13. Desktop and Device Management
- 14. Data Management in a Service Management World
- 15. Virtualizing the Computing Environment
- 16. IT Security and Service Management
- 17. Business Service Management
- 18. Planning the Evolution of the Data Center
- 11. Managing the Data Center
- V. Real Life with Service Management
- 19. Manufacturing
- 20. Health Care
- 20.1. The Medical Center of Central Georgia
- 20.2. Independence Blue Cross
- 20.3. Sisters of Mercy Health System
- 20.4. Partners HealthCare
- 21. Retail
- 22. Hospitality
- 23. Education
- 24. Service Provider
- VI. The Part of Tens
- 25. Ten Service Management Dos and Don'ts
- 25.1. Do Remember Business Objectives
- 25.2. Don't Stop Optimizing after a Single Process
- 25.3. Do Remember Business Processes
- 25.4. Do Plan for Cultural Change
- 25.5. Don't Neglect Governance
- 25.6. Do Keep Security in Mind
- 25.7. Don't Try to Manage Services without Standardization and Automation
- 25.8. Do Remember Industry Standards and Best Practices
- 25.9. Do Start with a Visible Project
- 25.10. Don't Postpone Service Management
- 26. Ten Swell Service Management Resources
- 25. Ten Service Management Dos and Don'ts
- Glossary
In this part ...
Standards and best practices have been developed for service management just as they have for many other aspects of IT and business. In this part, we discuss the Information Technology Infrastructure Library (ITIL), which many organizations use as a handy service management reference. We also describe a strategic approach to enhancing and evolving service management capabilities.
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