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A Practical Guide to Service Management. Insights from industry experts for uncovering, implementing, and improving service management practices Keith D. Sutherland, Lawrence J. "Butch" Sheets, Lisa Schwartz

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A Practical Guide to Service Management. Insights from industry experts for uncovering, implementing, and improving service management practices Keith D. Sutherland, Lawrence J. "Butch" Sheets, Lisa Schwartz - okladka książki

A Practical Guide to Service Management. Insights from industry experts for uncovering, implementing, and improving service management practices Keith D. Sutherland, Lawrence J. "Butch" Sheets, Lisa Schwartz - okladka książki

Autorzy:
Keith D. Sutherland, Lawrence J. "Butch" Sheets, Lisa Schwartz
Wydawnictwo:
Packt Publishing (Z chęcią przeczytam książkę w języku polskim)
Ocena:
6.0/6  Opinie: 1
Stron:
350
Dostępne formaty:
     PDF
     ePub

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Prezent last minute w ebookpoint.pl
Many organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability.
You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs.
This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice.
By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.

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O autorze książki

Keith D. Sutherland – Forty-plus years in IT including specific practitioner experience across several industries: Manufacturing, Banking and Finance, Health Care, and Customer Care. Twenty years’ experience in applying Service Management principles to day-to-day management of IT. Twenty years Master/Manager certified in ITIL/IT Service Management (ITSM), recognizing the ability to use years of IT experience, coupled with best practice disciplines, to provide optimal and pragmatic processes to help support IT services to all business units (IT inclusive). Keith has fifteen years’ experience in managing, moving, and upgrading data center environments, including all facets of Operations Control and Facilities Management.

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