Delivering ITSM for business maturity : a practical framework

IT Service Management (ITSM) is an imperative part of achieving business maturity. Excellence in ITSM has previously been thought of only in terms of quality, customer satisfaction, and reduced costs - or, in other words, casting ITSM as only for technical units and not as part of the larger picture...

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Bibliographic Details
Main Author Weed-Schertzer, Beverly (Author)
Format Electronic eBook
LanguageEnglish
Published Bingley, U.K. : Emerald Publishing Limited, 2019.
SeriesEmerald points.
Subjects
Information technology > Management.
elektronické knihy
electronic books
Online AccessFull text
ISBN9781789732511
9781789732535
DOI10.1108/9781789732511
Physical Description1 online resource (xv, 183 pages).

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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.

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