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Service Management For Dummies Paperback – May 15, 2009

ISBN-13: 978-0470440582 ISBN-10: 0470440589 Edition: 1st

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Service Management For Dummies + ITIL For Dummies + The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps
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Editorial Reviews

From the Back Cover

Manage your business from a services perspective

What if technology was designed to serve the business — every time? That's service management! Done properly, it can make everybody happy — the customer, the service provider, and the business owner. Understand the value of managing your physical environments and IT systems with an integrated approach. Learn how real companies improve business performance by streamlining business processes and applying service management standards and best practices.

  • Define service — identify what the customer wants, how the business can provide it, and which technological tools will make it happen
  • Who's king? — whether you're the IT manager or the business owner, see how to think like the customer

  • Standards are key — understand the standards and best practices that can improve quality and reduce costs

  • Strategically speaking — develop and implement a service management strategy

  • What's it worth? — assess the costs and return associated with service management

  • Get down to business — discover how to manage data centers, support services, desktops and devices, IT security, and other business services

  • See it at work — explore case studies of service management in the manufacturing, retail, health care, hospitality, and other business sectors

Open the book and find:

  • How the digital world has altered service
  • Service management assets and tools

  • Resources for best practices and standards information

  • Advice for defining, creating, and maintaining a service management plan

  • The six layers of service management

  • How to optimize a data center

  • Ideas for managing your business assets as services

  • The role of virtualization and cloud computing

About the Author

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.
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Product Details

  • Paperback: 336 pages
  • Publisher: For Dummies; 1 edition (May 15, 2009)
  • Language: English
  • ISBN-10: 0470440589
  • ISBN-13: 978-0470440582
  • Product Dimensions: 7.4 x 0.7 x 9.2 inches
  • Shipping Weight: 1.1 pounds (View shipping rates and policies)
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (5 customer reviews)
  • Amazon Best Sellers Rank: #134,071 in Books (See Top 100 in Books)

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Customer Reviews

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Most Helpful Customer Reviews

2 of 2 people found the following review helpful By Dan on February 13, 2012
Format: Paperback
I have read this book and I also promoting it through my website itsiders.com (although I do not get paid for it) - I think the concept of Service Management is clear, mainly on the basics which are the foundation for any IT Service Management Professional. People who are starting in the area now I would say is a good book to read. It gives a clear view on the concepts, very practical and common-sense approach to issues like escalation, improvement, financial and best standards on IT market. I recommend. Thanks. itSiders.com
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Format: Kindle Edition Verified Purchase
Excellent book with a basic set of information.
This book contains all what you need know about ITSM for start your studying.
Ideal for beginners.
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By PENNY S WELLER on March 27, 2013
Format: Paperback Verified Purchase
Very impressed with this practial approach. Am seeing movement from ITIL IT focus only to many other areas such as shared services. Very useful and an easy read.
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0 of 1 people found the following review helpful By mor krispil on October 3, 2012
Format: Paperback
A simple and clear understanding of the "service" principle, in its whole concept, business AND technology.

Great for IT experts who want to have the complete picture of SAAS and for business planners, considering the new approach
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0 of 1 people found the following review helpful By Ramona Kilby on May 27, 2014
Format: Paperback Verified Purchase
Book was as expected. Covered the basic topics. I did like the tips that were included as with all the "dummies" books.
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