Get the Right IT Services, on the Right terms, Without Hassles or Overpaying
To gain the full benefits of technologyand avoid the staggering costs of technology failureyou must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. Youll learn how to ensure service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance. Taylor explains ITSM from a true business point of view, cutting through jargon and helping you drive value without becoming overly technical. She gives you powerful tools for negotiating IT services more effectively, improving IT ROI, and escaping captivity to either internal or external IT providers.Coverage includes
Recognizing what excellent IT service looks like and assessing what youre getting now
Selecting the best IT service providers and services for your needs
Spotting and rectifying trouble with internal or external supplier relationships
Making sure you dont pay for services you dont need
Negotiating services, requirements, levels, price, quality, and delivery
Leveraging ITSM practices without losing focus on the business
Creating business-focused service reports and scorecards that focus on what matters most
