Service Intelligence ePUB

Level / Grade:

Taylor, S


Perpetual licence

File type:

In stock
Get the right IT Services, on the right terms, without hassles or overpaying

To gain the full benefits of technology – and avoid the staggering costs of technology failure – you 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. You'll 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" either to internal or external IT providers.

Coverage includes:
  • Recognising what excellent IT service looks like and assessing what you're 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 don't pay for services you don't need;
  • Negotiating services, requirements, levels, price, quality and delivery;
  • Leveraging ITSM practices without losing focus on the business; and
  • Creating business-focused service reports and scorecards that focus on what matters most.
Benefits of the ePUB format​ include:​
  • The ability to view on ​a ​desktop computer, notebook or tablet;
  • As readers adjust fonts, rotate and flip pages, content reflows to fit the device's screen giving the user a more flexible experience; and
  • Readers can take notes, highlight and bookmark, and access video and audio for visual learning.
More Information
Author(s) Taylor, S
Level/Grade Tertiary
Brand Pearson
Imprint Pearson
ISBN 9780132692090
Licence Perpetual licence
File type ePub
Format Reflowable
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