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| enterprise service management software: Enterprise Service Management (ESM) Enamul Haque, 2022-12-19 This book has the most simplified explanations of Enterprise Service Management with little technical jargon. Enterprise Service Management (ESM) describes how organisations aim to maximise value creation in line with the organisation's mission. It provides a source of elegance and structure when the world becomes more chaotic, with new techniques and technology vying for our attention. In this book, we explored some key trends driving ESM adoption across industries today. These include cloud computing, DevOps workflows, AI, blockchain, metaverse and many other collaboration tools, which have become increasingly popular with IT organisations over the past few years. You will find step-by-step guidelines for streamlining your ESM journey and other corporate objectives. You will understand business disruption and digital transformation – all influencing such adoption for an enterprise to function today. The main features include setting up your ESM strategy, ESM implementation methods, ESM operating model, and future trends in ITSM. We looked into the metaverse, blockchain, ESG etc., their ways of shaping the ESM platforms, and many more features that the ESM roadmap would require. |
| enterprise service management software: Building Products for the Enterprise Blair Reeves, Benjamin Gaines, 2018-03-09 If you’re new to software product management or just want to learn more about it, there’s plenty of advice available—but most of it is geared toward consumer products. Creating high-quality software for the enterprise involves a much different set of challenges. In this practical book, two expert product managers provide straightforward guidance for people looking to join the thriving enterprise market. Authors Blair Reeves and Benjamin Gaines explain critical differences between enterprise and consumer products, and deliver strategies for overcoming challenges when building for the enterprise. You’ll learn how to cultivate knowledge of your organization, the products you build, and the industry you serve. Explore why: Identifying customer vs user problems is an enterprise project manager’s main challenge Effective collaboration requires in-depth knowledge of the organization Analyzing data is key to understanding why users buy and retain your product Having experience in the industry you’re building products for is valuable Product longevity depends on knowing where the industry is headed |
| enterprise service management software: VeriSMTM - A service management approach for the digital age International Foundation of Digital Competences, 2017-12-19 VeriSM is a framework that describes a service management approach from the organizational level, looking at the end to end view rather than focusing on a single department. Based around the VeriSM model, it shows organizations how they can adopt a range of management practices in a flexible way to deliver the right product or service at the right time to their consumers. VeriSM allows for a tailored approach depending upon the type of business you are in, the size of your organization, your business priorities, your organizational culture – and even the nature of the individual project or service you are working on. Rather than focusing on one prescriptive way of working, VeriSM helps organizations to respond to their consumers and deliver value with integrated service management practices. Service management plays a leading role in digital transformation. Digital transformation looks outward; with a hyper-focus on the consumer experience. Service management can help shift the mindset from ’inside-out’ to ’outside-in’ by developing effective, transparent principles that help deliver services that are valuable to the customer. All organizational capabilities must understand: - How does the organization enable and deliver value? - What are the supply chains within an organization that support value delivery? - How do the individual capabilities contribute to or support these supply chains to deliver value? |
| enterprise service management software: Enterprise Service Computing Robin G. Qui, 2007-01-01 This book focuses on providing readers a comprehensive understanding of the development cycle of enterprise service computing. Covered topics range from concept development, system design, modeling, and development technologies, to final deployment. Both theoretical research results and practical applications are provided--Provided by publisher. |
| enterprise service management software: Cloud Enterprise Architecture Pethuru Raj, 2012-10-24 Cloud Enterprise Architecture examines enterprise architecture (EA) in the context of the surging popularity of Cloud computing. It explains the different kinds of desired transformations the architectural blocks of EA undergo in light of this strategically significant convergence. Chapters cover each of the contributing architectures of EA-business, information, application, integration, security, and technology-illustrating the current and impending implications of the Cloud on each. Discussing the implications of the Cloud paradigm on EA, the book details the perceptible and positive changes that will affect EA design, governance, strategy, management, and sustenance. The author ties these topics together with chapters on Cloud integration and composition architecture. He also examines the Enterprise Cloud, Federated Clouds, and the vision to establish the InterCloud. Laying out a comprehensive strategy for planning and executing Cloud-inspired transformations, the book: Explains how the Cloud changes and affects enterprise architecture design, governance, strategy, management, and sustenance Presents helpful information on next-generation Cloud computing Describes additional architectural types such as enterprise-scale integration, security, management, and governance architectures This book is an ideal resource for enterprise architects, Cloud evangelists and enthusiasts, and Cloud application and service architects. Cloud center administrators, Cloud business executives, managers, and analysts will also find the book helpful and inspirational while formulating appropriate mechanisms and schemes for sound modernization and migration of traditional applications to Cloud infrastructures and platforms. |
| enterprise service management software: Enterprise Service Oriented Architectures James McGovern, Oliver Sims, Ashish Jain, Mark Little, 2006-07-10 Conventional wisdom of the software stack approach to building applications may no longer be relevant. Enterprises are pursuing new ways of organizing systems and processes to become service oriented and event-driven. Leveraging existing infrastructural investments is a critical aspect to the success of companies both large and small. Enterprises have to adapt their systems to support frequent technological changes, mergers and acquisitions. Furthermore, in a growing global market, these systems are being called upon to be used by external business partners. Technology is often difficult, costly and complex and without modern approaches can prevent the enterprise from becoming agile. Enterprise Service Oriented Architectures helps readers solve this challenge in making different applications communicate in a loosely coupled manner. This classic handbook leverages the experiences of thought leaders functioning in multiple industry verticals and provides a wealth of knowledge for creating the agile enterprise. In this book, you will learn: • How to balance the delivery of immediate business value while creating long-term strategic capability • Fundamental principles of a service-oriented architecture (find, bind and execute) • The four aspects of SOA (Production, Consumption, Management and Provisioning) • How to recognize critical success factors to implementing enterprise SOAs • Architectural importance of service registries, interfaces and contracts • Why improper service decomposition can hurt you later rather than sooner • How application design and integration practices change as architects seek to implement the agile enterprise About the Authors James McGovern is an enterprise architect for The Hartford. He is an industry thought leader and co-author of the bestselling book: A Practical Guide to Enterprise Architecture. Oliver Sims is a recognized leader in the architecture, design and implementation of service-oriented and component-based enterprise systems. He was a founding member of the OMG Architecture Board. He was co-author of the groundbreaking book: Business Component Factory. Ashish Jain is a Principal Architect with Ping Identity Corporation, a leading provider of solutions for identity federation. Prior to joining Ping Identity, he worked with BEA Systems where his role was to assist BEA customers in designing and implementing their e-business strategies using solutions based on J2EE. He holds several industry certifications from SUN and BEA and is also a board member for the Denver BEA User group. Mark Little is Director of Standards and SOA Manager for JBoss Inc. Prior to this, he was Chief Architect for Arjuna Technologies Ltd and a Distinguished Engineer at Hewlett-Packard. As well as being an active member of the OMG, JCP, OASIS and W3C, he is an author on many SOA and Web Services standards. He also led the development of the world's first standards-compliant Web Services Transaction product. |
| enterprise service management software: Agriculture, Rural Development, Food and Drug Administration, and Related Agencies Appropriations for 2016: Food and Drug Administration; Farm Credit Administration; Commodity Futures Trading Commission United States. Congress. House. Committee on Appropriations. Subcommittee on Agriculture, Rural Development, Food and Drug Administration, and Related Agencies, 2015 |
| enterprise service management software: Agriculture, Rural Development, Food and Drug Administration, and Related Agencies Appropriations for 2016 United States. Congress. House. Committee on Appropriations. Subcommittee on Agriculture, Rural Development, Food and Drug Administration, and Related Agencies, 2015 |
| enterprise service management software: Network World , 1999-09-13 For more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce. |
| enterprise service management software: Agriculture, Rural Development, Food and Drug Administration, and Related Agencies Appropriations for 2018: Statements of interested individuals and organizations United States. Congress. House. Committee on Appropriations. Subcommittee on Agriculture, Rural Development, Food and Drug Administration, and Related Agencies, 2017 |
| enterprise service management software: T-Byte Agile & AI Operations March 2021 IT Shades, 2021-04-03 This document brings together a set of latest data points and publicly available information relevant for Agile & AI Operations Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| enterprise service management software: Agriculture, Rural Development, Food and Drug Administration, and Related Agencies Appropriations for 2017: Commodity Futures Trading Commission; USDA Office of the Secretary; USDA Office of the Inspector General; USDA Natural Resources and Environment; Farm Credit Administration United States. Congress. House. Committee on Appropriations. Subcommittee on Agriculture, Rural Development, Food and Drug Administration, and Related Agencies, 2016 |
| enterprise service management software: T-Byte Digital Customer Experience V Gupta, 2019-10-31 This document brings together a set of latest data points and publicly available information relevant for Digital Customer Experience. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely. |
| enterprise service management software: Next Generation Data Centers in Financial Services Tony Bishop, 2009-09-02 Financial markets are witnessing an unprecedented explosion in the availability of data, and the firms that survive will be able to leverage this information to increase their profit and expand their opportunities in a global world. Financial firms have two options: to build their own data centers or to outsource them to hosting services such as Google and Amazon ‘cloud’ services. While outsourcing data centers is a trend for small firms, it is not applicable to bigger firms who want more control over their huge amounts of data. Large firms thus build their own data centers. In such an environment, the CIO’s ability is crucial to lead an effective data strategy to capture, process and connect data to all the relevant lines of business. At the core of this strategy lies the data center – the repository of all information. In recognition of the importance of information, firms are rushing to invest in data centers, but they are finding that just throwing technology at the problem is not good enough. Despite the investments, data centers prove frustrating in terms of inefficiencies and rising costs, directly cutting into the profitability of lines of business that they serve. While there are books that discuss the mechanics, hardware and technicalities of data centers, no book has yet made the connection between enterprise strategy and data center investment, design and management. This book is a solution driven book for management demonstrating how to leverage technology to manage the seemingly infinite amount of data available today. Each chapter offers cutting-edge management and technology solutions to effectively manage data through data centers. • Feature: Presents cutting-edge technology solutions not available in one place until now • Benefit: Saves time going to numerous websites, calling vendors, going to conferences • Feature: Includes step-by-step instructions on how to implement a data center strategy based on the author’s recent success with Wachovia’s data center • Benefit: Readers can follow these steps with confidence that they will work and not have to re-invent the wheel • Feature: Demonstrates how business and IT can be aligned in financial services • Benefit: Demonstrating this alignment is crucial for any proposal for IT related resources today |
| enterprise service management software: Broker Software and Cloud Services with IBM Cloud Brokerage Allison Carrol, Xin Wang, IBM Redbooks, 2016-10-25 Many enterprises are adopting hybrid cloud to accelerate innovation and to create new business models and revenue streams. They are modernizing their existing IT environment and taking advantage of newer, cost-efficient consumption models. However, as they adopt a hybrid cloud, they become increasingly aware of their reliance on multiple providers, and they struggle to maintain consistent management across the cloud and traditional IT platforms. At the same time, line of business (LOB) executives and users are aggressively pursuing cloud computing solutions (from a variety of suppliers), resulting in inefficiencies, risk to the business, and loss of insight across the organization, potentially affecting business results. Also, these renegade cloud environments introduce financial and security risks and additional complexity into the business. IBM® Cloud Brokerage (formally known as IBM cloudMatrix) is a cloud brokerage software as a service (SaaS) that enables your business to plan, buy, and manage cloud services using a single dashboard. This solution provides your business with the ability to make better informed decisions when moving to a hybrid cloud environment. With it you can plan, provision, and manage IT resources across multiple cloud and traditional IT models. Cloud Brokerage gives you greater visibility and control of your overall IT environment, enabling you and your IT team to effectively manage costs and compliance. This IBM RedguideTM publication introduces Cloud Brokerage and highlights the business value of the solution. It provides a high-level architecture, identifies key components of the architecture, and discusses the hybrid cloud implementation framework, which includes other IBM product offerings. The guide describes example scenarios that use Cloud Brokerage to resolve common business problems. |
| enterprise service management software: Service Integration and Management (SIAM™) Professional Body of Knowledge (BoK), Second edition Claire Agutter, 2021-07-29 Service Integration and Management (SIAM™) Professional Body of Knowledge (BoK), Second edition has been updated to reflect changes to the market and is the official guide for the EXIN SIAM™ Professional certification. Prepare for your SIAM™ Professional exam and understand how SIAM can benefit your organization. |
| enterprise service management software: The Value Imperative Gerald G. Grant, Robert Collins, 2016-06-20 Organizational executives must change the way they think about how to invest in and manage IT if they want to get lasting value from computer-based innovations. The old way of thinking has not served organizations well. They continue to experience high levels of technological and operational failures even though they apply a wide variety of industry best practices. The rapid pace of technological advancement has tended to hide some fundamental problems that have existed from the start. These involve, not the technology only, but also the management and application of that technology. The human and organizational factors have not kept pace. They have remained relatively static and, to a shocking degree, ineffective. As a result, the IT department in many organizations has remained a breed apart. Communication between IT and the rest of the organization is fraught with misunderstanding. This leads to failures, recrimination, and, sometimes, wholesale changes which fall well short of their goals. The authors wrote this book because they wanted to help both business and IT to shift their focus from technology project implementation to that of value realization. In The Value Imperative readers will be introduced to a new business model called The Agricultural Model created by the authors for managing IT in organizations. This innovative model will help you learn how to change the mindset of people in your organization about how IT should be invested in and managed; key considerations for ensuring that business value is delivered from IT investments; how to measure that value that has been delivered and whether there has been effective return on the investments made; and finally the authors challenge business and IT managers to focus on the business value that customers seek which will help companies. |
| enterprise service management software: Service Management For Dummies Judith S. Hurwitz, Robin Bloor, Marcia Kaufman, Fern Halper, 2009-06-02 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 |
| enterprise service management software: Artificial Psychology James A. Crowder, John Carbone, Shelli Friess, 2019-05-21 This book explores the subject of artificial psychology and how the field must adapt human neuro-psychological testing techniques to provide adequate cognitive testing of advanced artificial intelligence systems. It shows how classical testing methods will reveal nothing about the cognitive nature of the systems and whether they are learning, reasoning, and evolving correctly; for these systems, the authors outline how testing techniques similar to/adapted from human psychological testing must be adopted, particularly in understanding how the system reacts to failure or relearning something it has learned incorrectly or inferred incorrectly. The authors provide insights into future architectures/capabilities that artificial cognitive systems will possess and how we can evaluate how well they are functioning. It discusses at length the notion of human/AI communication and collaboration and explores such topics as knowledge development, knowledge modeling and ambiguity management, artificial cognition and self-evolution of learning, artificial brain components and cognitive architecture, and artificial psychological modeling. Explores the concepts of Artificial Psychology and Artificial Neuroscience as applied to advanced artificially cognitive systems; Provides insight into the world of cognitive architectures and biologically-based computing designs which will mimic human brain functionality in artificial intelligent systems of the future; Provides description and design of artificial psychological modeling to provide insight into how advanced artificial intelligent systems are learning and evolving; Explores artificial reasoning and inference architectures and the types of modeling and testing that will be required to trust an autonomous artificial intelligent systems. |
| enterprise service management software: Compendium on Enterprise Resource Planning Siar Sarferaz, 2022-04-01 This book explains the functional scope, the data model, the solution architecture, the underlying engineering concepts, and the programming model of SAP S/4HANA as the most well-known enterprise resource planning (ERP) system. The approach is to start with general concepts and then to proceed step-by-step to concrete implementations in SAP S/4HANA. In the first part the reader learns about the market view of ERP solutions and vendors. The second part deals with the business processes for sales, marketing, finance, supply chain, manufacturing, services, procurement, and human resources which are covered with SAP S/4HANA. In the third part the underlying concepts of SAP S/4HANA are described, for example in-memory storage, analytics and search, artificial intelligence, process and data integration, security and compliance, lifecycle management, performance and scalability, configuration and implementation. The book is concluded with a final chapter explaining how to deploy an appliance to explore SAP S/4HANA. The target audience for the book are managers and business analysts who want to understand the market situation and future ERP trends, end users and process experts who need to comprehend the business processes and the according solution capabilities provided with SAP S/4HANA, architects and developers who have to learn the technical concepts and frameworks for enhancing SAP S/4HANA functionality, and consultants and partners who require to adopt and configure SAP S/4HANA. |
| enterprise service management software: InfoWorld , 2005-11-21 InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects. |
| enterprise service management software: Software Engineering for Enterprise System Agility: Emerging Research and Opportunities Zykov, Sergey V., Gromoff, Alexander, Kazantsev, Nikolay S., 2018-07-06 Sustaining a competitive edge in today’s business world requires innovative approaches to product, service, and management systems design and performance. Advances in computing technologies have presented managers with additional challenges as well as further opportunities to enhance their business models. Software Engineering for Enterprise System Agility: Emerging Research and Opportunities is a collection of innovative research that identifies the critical technological and management factors in ensuring the agility of business systems and investigates process improvement and optimization through software development. Featuring coverage on a broad range of topics such as business architecture, cloud computing, and agility patterns, this publication is ideally designed for business managers, business professionals, software developers, academicians, researchers, and upper-level students interested in current research on strategies for improving the flexibility and agility of businesses and their systems. |
| enterprise service management software: Software Architecture Oliver Vogel, Ingo Arnold, Arif Chughtai, Timo Kehrer, 2011-09-18 As a software architect you work in a wide-ranging and dynamic environment. You have to understand the needs of your customer, design architectures that satisfy both functional and non-functional requirements, and lead development teams in implementing the architecture. And it is an environment that is constantly changing: trends such as cloud computing, service orientation, and model-driven procedures open up new architectural possibilities. This book will help you to develop a holistic architectural awareness and knowledge base that extends beyond concrete methods, techniques, and technologies. It will also help you to acquire or expand the technical, methodological, and social competences that you need. The authors place the spotlight on you, the architect, and offer you long-term architectural orientation. They give you numerous guidelines, checklists, and best practices to support you in your practical work. Software Architecture offers IT students, software developers, and software architects a holistic and consistent orientation across relevant topics. The book also provides valuable information and suggestions for system architects and enterprise architects, since many of the topics presented are also relevant for their work. Furthermore, IT project leads and other IT managers can use the book to acquire an enhanced understanding of architecture. Further information is available at www.software-architecture-book.org. |
| enterprise service management software: Computational Models, Software Engineering, and Advanced Technologies in Air Transportation: Next Generation Applications Weigang, Li, Barros, Alexandre de, Romani de Oliveira, Italo, 2009-10-31 This book disseminates knowledge on modern information technology applications in air transportation useful to professionals, researchers, and academicians--Provided by publisher. |
| enterprise service management software: Mobile Service Computing Shuiguang Deng, Hongyue Wu, Jianwei Yin, 2020-06-23 This book introduces readers to the background and principles of mobile service computing. It discusses various aspects of service computing in mobile environments, including key methods and techniques for service selection, recommendation, composition, offloading, execution, deployment, and provision. |
| enterprise service management software: CLEC Business, Network, and Technology Issues , 2000 |
| enterprise service management software: InfoWorld , 2003-07-07 InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects. |
| enterprise service management software: Network-Centric Service Oriented Enterprise William Y. Chang, 2007-10-16 This is the first comprehensive book about the emerging technology of Network-Centric Service-Oriented Enterprise (NCSOE). It establishes a system-of-systems (SoS) view of information technologies. The book discusses the practical capability of a competitive ecosystem in terms of how to achieve decision superiority from exploiting information and situation awareness as a key enabler in multiple sectors of the economy. |
| enterprise service management software: Managing Information Technology Projects: Building A Body Of Knowledge In It Project Management Srinath Perera, Robert Eadie, 2023-03-07 Information Technology project management has changed dramatically over recent years. Drawing on the experiences of successful project management beyond the IT industry and synergizing cutting edge research with well-established practices in the IT industry, this book prefigures the 'next normal' in IT project management.As a milestone publication, this book augments and boosts the specialized body of knowledge in IT project management by capturing and consolidating key elements of this knowledge base. Chapters are presented in four distinct sections, each examining a different aspect of IT project management which includes — generic project management methodologies; teambuilding in relation to stakeholder management; the Iron Triangle of Time, Cost, Quality, and Risk; and new and innovative technologies and software for improved project management. Substantiated case studies and practical guidelines are designed to be of value to practitioners at all levels of IT project management: from novices' to experienced practitioners, while collectively elevating the body of knowledge and skills needed. This book aims to upgrade and update the knowledge of current practice to novices; offer pointers to experienced practitioners on potential areas for improvement; and provide innovative insights to undergraduates, researchers and other academics on the development, appreciation and application of IT project management knowledge. |
| enterprise service management software: InfoWorld , 2004-02-02 InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects. |
| enterprise service management software: Service-Driven Approaches to Architecture and Enterprise Integration Ramanathan, Raja, 2013-06-30 While business functions such as manufacturing, operations, and marketing often utilize various software applications, they tend to operate without the ability to interact with each other and exchange data. This provides a challenge to gain an enterprise-wide view of a business and to assist real-time decision making. Service-Driven Approaches to Architecture and Enterprise Integration addresses the issues of integrating assorted software applications and systems by using a service driven approach. Supporting the dynamics of business needs, this book highlights the tools, techniques, and governance aspects of design, and implements cost-effective enterprise integration solutions. It is a valuable source of information for software architects, SOA practitioners, and software engineers as well as researchers and students in pursuit of extensible and agile software design. |
| enterprise service management software: Department of Homeland Security Appropriations for 2011 United States. Congress. House. Committee on Appropriations. Subcommittee on Homeland Security, 2010 |
| enterprise service management software: Department of Homeland Security Appropriations for 2011, Part 1B, 111-2 Hearings , 2010 |
| enterprise service management software: CIO , 2004-04-01 |
| enterprise service management software: Computerworld , 2004-03-01 For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network. |
| enterprise service management software: Computerworld , 2004-03-22 For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network. |
| enterprise service management software: 2021 International Conference on Big Data Analytics for Cyber-Physical System in Smart City Mohammed Atiquzzaman, Neil Yen, Zheng Xu, 2021-12-09 This book gathers a selection of peer-reviewed papers presented at the third Big Data Analytics for Cyber-Physical System in Smart City (BDCPS 2021) conference, held in Shanghai, China, on Nov. 27, 2021. The contributions, prepared by an international team of scientists and engineers, cover the latest advances made in the field of machine learning, and big data analytics methods and approaches for the data-driven co-design of communication, computing, and control for smart cities. Given its scope, it offers a valuable resource for all researchers and professionals interested in big data, smart cities, and cyber-physical systems. |
| enterprise service management software: Network World , 2003-03-24 For more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce. |
| enterprise service management software: ITIL Practitioner Guidance , 2016 This guidance is the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios. |
| enterprise service management software: The Practical Guide To World-Class IT Service Management Kevin J. Smith, 2017-03-21 This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead. |
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