The Practical Guide To World-Class IT Service Management

Take A Behind-The-Scenes Look At The Past Present And Future Of It Service Management And Set Your Organization On A Path To World-Class Service Desk And Itsm! 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.