Service Management For Dummies

Judith S. Hurwitz · Robin Bloor · Marcia Kaufman · Fern Halper

May 2009 · John Wiley & Sons

About this ebook

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

About the author

Judith Hurwitz (president and CEO), Robin Bloor (partner and senior consultant), Marcia Kaufman (partner and COO), and Fern Halper (partner and senior data management strategist) are executives at Hurwitz & Associates, strategy consultants specializing in information and service management, cloud computing, and service oriented architecture. The team works with industry leaders on strategy and planning.