Service Management for Dummies (ISBN - 0470440589)

339 Pages·2021·4.41 MB·English

Judith Hurwitz
Robin Bloor
Marcia Kaufman
Fern Halper

Learn to:
• Transform your capabilities and resources
into business value

• Manage your business assets as services

• Respond more quickly to new
opportunities

• Reduce costs and optimize the
customer experience

Service
Management

Making Everything Easier!™

Open the book and find:

• How the digital world has altered
service

• Service management assets and
tools

• Resources for best practices and
standards information

• Advice for defining, creating,
and maintaining a service
management plan

• The six layers of service
management

• How to optimize a data center

• Ideas for managing your business
assets as services

• The role of virtualization and cloud
computing

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.

Enterprise Applications/General

$29.99 US / $35.99 CN / £21.99 UK

ISBN 978-0-470-44058-2

Go to dummies.com®

for more!

Manage your business
from a services perspective

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 management

• Get down to business — discover how to manage data centers,
support services, desktops and devices, IT security, and other
business services

• See it at work — explore case studies of service management
in the manufacturing, retail, health care, hospitality, and other
business sectors

Service Management

Hurwitz,
et al.

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by Judith Hurwitz, Robin Bloor,
Marcia Kaufman, and Fern Halper

Service
Management

FOR
DUMmIES

‰

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Service Management For Dummies®

Published by
Wiley Publishing, Inc.
111 River Street
Hoboken, NJ 07030-5774

www.wiley.com

Copyright © 2009 by Wiley Publishing, Inc., Indianapolis, Indiana

Published by Wiley Publishing, Inc., Indianapolis, Indiana

Published simultaneously in Canada

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or
by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permit-
ted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written
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Trademarks: Wiley, the Wiley Publishing logo, For Dummies, the Dummies Man logo, A Reference for the
Rest of Us!, The Dummies Way, Dummies Daily, The Fun and Easy Way, Dummies.com, Making Everything
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Library of Congress Control Number: 2009927340

ISBN: 978-0-470-44058-2

Manufactured in the United States of America

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About the Authors

Judith Hurwitz is a technology strategist and thought leader, as well as
president of Hurwitz & Associates, a business technology strategy fi rm that
helps companies gain business benefi ts from their technology investments. In
1992 she founded the Hurwitz Group, a technology research group. She has
worked in various corporations, including John Hancock, Apollo Computer,
and Patricia Seybold Group, and she has written numerous white papers
and publishes a regular blog. Judith holds BS and MS degrees from Boston
University. She is a coauthor of Service Oriented Architecture For Dummies,
2nd Edition, and IBM Information on Demand For Dummies, Custom Edition
(both from Wiley Publishing, Inc.). Judith provides strategic guidance to both
vendors and customers of distributed technologies and is a frequent key-
note speaker at industry events. She was named a distinguished alumnus of
Boston University’s College of Arts & Sciences in 2005. She is also a recipient
of the 2005 Massachusetts Technology Leadership Council Award.

Robin Bloor, a partner in Hurwitz & Associates, has been an IT consultant
and technology analyst for almost 20 years. He lived and worked in the
United Kingdom until 2002, founding the IT analysis company Bloor Research,
which published comparative technology reports that covered everything
from computer hardware architecture to e-commerce. Robin is the author of
the 2000 UK business best seller The Electronic