Basic Service Management PDF Download

Author: Rob England
Publisher: Two Hills Ltd
ISBN:
Category : Business & Economics
Languages : en
Pages : 119

View

Book Description
Service Management is the potent idea that could change your business. This useful little book is a pocket guide on how to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about. It describes the basics, in realistic pragmatic terms. And it is brief - we limited ourselves to 50 pages. Whether you are in manufacturing, trades, retail, IT, not-for-profit...; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you work anywhere from a small business to a government department; this book introduces you to service management. It will get you started, get you up and running, and it will set you on the path to the advanced concepts if that is where you need to be.

Author: John Maleyeff
Publisher: Routledge
ISBN: 100058772X
Category : Business & Economics
Languages : en
Pages : 225

View

Book Description
Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.

Author: OGC - Office of Government Commerce
Publisher: The Stationery Office
ISBN: 9780113310616
Category : Business & Economics
Languages : en
Pages : 256

View

Book Description
ITIL was created by the UK government in the 1980s as an efficiency-improving initiative. This text gives an essential guide to the overall structure of ITIL and an outline of its principles.

Author: Maria Maleshkova
Publisher: Springer Nature
ISBN: 3030581829
Category : Computers
Languages : en
Pages : 227

View

Book Description
This book presents the main theoretical foundations behind smart services as well as specific guidelines and practically proven methods on how to design them. Furthermore, it gives an overview of the possible implementation architectures and shows how the designed smart services can be realized with specific technologies. Finally, it provides four specific use cases that show how smart services have been realized in practice and what impact they have within the businesses. The first part of the book defines the basic concepts and aims to establish a shared understanding of terms, such as smart services, service systems, smart service systems or cyber-physical systems. On this basis, it provides an analysis of existing work and includes insights on how an organization incorporating smart services could enhance and adjust their management and business processes. The second part on the design of smart services elaborates on what constitutes a successful smart service and describes experiences in the area of interdisciplinary teams, strategic partnerships, the overall service systems and the common data basis. In the third part, technical reference architectures are presented in detail, encompassing topics on the design of digital twins in cyber physical systems, the communication between entities and sensors in the age of Industry 4.0 as well as data management and integration. The fourth part then highlights a number of analytical possibilities that can be realized and that can constitute or be part of smart services, including machine learning and artificial intelligence methods. Finally, the applicability of the introduced design and development method is demonstrated by considering specific real-world use cases. These include services in the industrial and mobility sector, which were developed in direct cooperation with industry partners. The main target audience of this book is industry-focused readers, especially practitioners from industry, who are involved in supporting and managing digital business. These include professionals working in business development, product management, strategy, and development, ranging from middle management to Chief Digital Officers. It conveys all the basics needed for developing smart services and successfully placing them on the market by explaining technical aspects as well as showcasing practical use cases.

Author: Judith S. Hurwitz
Publisher: John Wiley & Sons
ISBN: 0470440589
Category : Computers
Languages : en
Pages : 338

View

Book Description
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

Author: John Sansbury
Publisher: BCS, The Chartered Institute for IT
ISBN: 9781780173184
Category : BUSINESS & ECONOMICS
Languages : en
Pages : 226

View

Book Description
Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides a comprehensive, practical introduction to IT service management.Building on their collective service management experience, the authors walk you through essential concepts including processes, functions and roles and illustrate these with real-life examples.

Author: Rob Addy
Publisher: Springer
ISBN: 9783642092268
Category : Business & Economics
Languages : en
Pages : 0

View

Book Description
This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products.

Author: Niall Richard Murphy
Publisher: "O'Reilly Media, Inc."
ISBN: 1491951176
Category :
Languages : en
Pages : 552

View

Book Description
The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

Author: Charles T. Betz
Publisher: Elsevier
ISBN: 0123850185
Category : Computers
Languages : en
Pages : 474

View

Book Description
Information technology supports efficient operations, enterprise integration, and seamless value delivery, yet itself is too often inefficient, un-integrated, and of unclear value. This completely rewritten version of the bestselling Architecture and Patterns for IT Service Management, Resource Planning and Governance retains the original (and still unique) approach: apply the discipline of enterprise architecture to the business of large scale IT management itself. Author Charles Betz applies his deep practitioner experience to a critical reading of ITIL 2011, COBIT version 4, the CMMI suite, the IT portfolio management literature, and the Agile/Lean IT convergence, and derives a value stream analysis, IT semantic model, and enabling systems architecture (covering current topics such as CMDB/CMS, Service Catalog, and IT Portfolio Management). Using the concept of design patterns, the book then presents dozens of visual models documenting challenging problems in integrating IT management, showing how process, data, and IT management systems must work together to enable IT and its business partners. The edition retains the fundamental discipline of traceable process, data, and system analysis that has made the first edition a favored desk reference for IT process analysts around the world. This best seller is a must read for anyone charged with enterprise architecture, IT planning, or IT governance and management. - Lean-oriented process analysis of IT management, carefully distinguished from an IT functional model - Field-tested conceptual information model with definitions and usage scenarios, mapped to both the process and system architectures - Integrated architecture for IT management systems - Synthesizes Enterprise Architecture, IT Service Management, and IT Portfolio Management in a practical way

Author: Anthony Ambler
Publisher: Springer
ISBN: 3540444602
Category : Computers
Languages : en
Pages : 270

View

Book Description
This book constitutes the refereed proceedings of the 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000, held in Austin, TX, USA in December 2000. The 21 revised full papers presented were carefully reviewed and selected from a total of 65 submissions. The book is divided into topical sections on architectures for internet management, fault management of services and networks, inter-domain management, event handling for management services, QoS management, and management architectures.