Weed-Schertzer, BeverlyUnknown
Emerald Group Publishing Limited (Bingley, UK, 2019) (eng) English9781789732511Emerald pointsUnknownINFORMATION TECHNOLOGY-MANAGEMENT; Emerald Business Management and Economics Ebooks 2019; Includes index; IT Service Management (ITSM) is an imperative part of achieving business maturity, but has long been thought of only in technical terms, and not as part of a larger whole. In this exciting new take on ITSM, leading expert Beverly Weed-Schertzer positions ITSM at the heart of company strategy to build a layered operating model.
Physical dimension
online resource (xv, 183 p.)UnknownUnknown
Summary / review / table of contents
Prelims
Introduction
1. The Authentic Service Progression (TASP)
2. ITSM Fundamentals
3. ITSM Culture
4. ITSM Connected
Appendix 1. Metrics for Vital ITSM Processes
Appendix 2. Example Job Mapping to ITSM Roles
Appendix 3. Acronyms
Appendix 4. ITSM Business Maturity Metrics (I-BMM)
Index