Keith D Sutherland, Lawrence J Butch Sheets
ISBNs: B0CGRNYZCL, 1804612502, 978-1804612507, 9781804612507, 978-1-80461-250-7
English | 2023 | EPUB, Converted PDF | 15 MB
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook
Key Features
Book Description
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.
What you will learn
Who this book is for
This
book is for anyone interested in gaining a general understanding of the
value of enterprise/IT service management (ESM/ITSM), including but not
limited to IT leadership, key business managers, business process
analysts, business analysts, IT consultants, IT professionals, project
managers, systems integrators, service desk managers, managed service
providers, solution providers, and sales staff.Whether you're new to
service management or have prior experience, you'll find valuable
insights in this book.