Service Management For Dummies Table of Contents
Contents at a Glance
Introduction
Part I: Introducing Service Management
Chapter 1: Understanding Service Management
Chapter 2: Getting Inside Service Management
Chapter 3: The Customer Is King
Part II: Getting the Foundation in Place
Chapter 4: Service Management Standards and Best Practices
Chapter 5: Implementing ITIL
Chapter 6: Implementing a Service Management Strategy
Chapter 7: Launching into Service Management
Part III: Service Management Technical Foundation
Chapter 8: The Service Management Universe
Chapter 9: The Technical Foundation of Service Management
Chapter 10: Governing the Service Universe
Part IV: Nitty-Gritty Service Management
Chapter 11: Managing the Data Center
Chapter 12: Service Support and the Service Desk
Chapter 13: Desktop and Device Management
Chapter 14: Data Management in a Service Management World
Chapter 15: Virtualizing the Computing Environment
Chapter 16: IT Security and Service Management
Chapter 17: Business Service Management
Chapter 18: Planning the Evolution of the Data Center
Part V: Real Life with Service Management
Chapter 19: Manufacturing
Chapter 20: Health Care
Chapter 21: Retail
Chapter 22: Hospitality
Chapter 23: Education
Chapter 24: Service Provider
Part VI: The Part of Tens
Chapter 25: Ten Service Management Dos and Don'ts
Chapter 26: Ten Swell Service Management Resources
Definition of Service Management
Service Management is monitoring and optimizing services to ensure that they meet the critical outcomes the customer values and stakeholders want to provide.
InfoWorld Book Review
"Service Management For Dummies" by Judith Hurwitz et al.: Judith Hurwitz and her colleagues are earnest, down-to-earth consultants who give the straight dope on service management, the art of running your tech ops to actually server your clients well.