I. Introducing Service Management
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 ...
Exactly what is service management, beyond what the two words themselves imply? In this part, we provide a graphical and reasonably simple way of looking at service management that explains it from both a business perspective and a technical perspective.
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