Автор:Judith Hurwitz, Robin Bloor, Marcia Kaufman, Fern Halper Год: 2009 Издание:For Dummies Страниц: 336 ISBN: 0470440589 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...
