Creating and driving service excellence: an executive's guide to IT service management

 
9780117069022: Creating and driving service excellence: an executive's guide to IT service management

For over 20 years IT Service Management (ITSM) has been considered globally accepted best practice. The industry experts of this century agree on its value. Why then do some ITSM implementations fail to succeed? Research has concluded that often, the reason for this is a lack of executive commitment. One of two scenarios is common; 1) failed attempts to gain executive support or 2) failure to retain support over time. A corporate environment where the need to change is not demonstrated at the highest levels within the organization erodes the momentum created during the initial implementation and creates diminishing returns. The required cultural change fails to embed itself in the daily ITSM activities. The reality that has been proven over and over again is that adopting ITSM can mean the difference between survival or extinction of an IT department and often the business itself. ITSM saves money. ITSM is what many of the top performing companies in the world use to manage services

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itSMF; Sharon Taylor
Published by The Stationery Office (2011)
ISBN 10: 0117069027 ISBN 13: 9780117069022
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Sharon Taylor
Published by Stationery Office
ISBN 10: 0117069027 ISBN 13: 9780117069022
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