Service Management Strategies that Work: Guidance for Executives (Pink Elephant Guide) - Softcover

Gary Case; Troy DuMoulin; George Spalding; Anil C. Dissanayake

Softcover

ISBN 10: 908753048X ISBN 13: 9789087530488

Publisher: Van Haren Publishing, 2007

Synopsis

Pink Elephant is the world leader in IT management best practices, offering solutions to public and private businesses worldwide, many of them listed in the Fortune 500. The Company specializes in improving the quality of IT services through the application of recognized frameworks, including the IT Infrastructure Library (ITIL®).

About this title

Review

5.0 out of 5 stars Simply magnificent, January 5, 2008 By Antonio Valley "avallesalas" (Barcelona, Spain) Translated from the original Spanish.
- From the front page of the preface it is already worth taking the trouble to read this book: it is the best description of the concept of IT Governance that I have read until now. Despite being a compilation of White Papers, the quality of the contents, the interesting nature of the points touched on in each chapter and the pleasant tone of the authors writing turn it into a book that I am more than happy to recommend. The reputation of the main authors is particularly strong, two of them being the co-authors of ITIL V3 and one being a co-author of the book 'Defining IT Success through the Service Catalog'. That said, it is useful to have previous experience of the subject area in order to catch all of the nuances contained in the book. I particularly liked the approach taken when presenting IT Governance in the introduction and in the first chapter, whereas the section on the model of costs seemed a little too short and moved away from practical application, and was more of a 'textbook example case study'. Even so, it is well worth taking the trouble to read this book. -- Antonio Valle, Barcelona, Spain

Synopsis

Provides helpful and practical advice for all organizations that are undergoing the difficult transition from a technology to a service orientation. Covers the following key topics: IT Governance Unraveled; The External Managed Service Provider; Process Implementation; Defining, Modeling and Costing IT Services; The Federated CMDB; Developing A Quality Driven Measurement Framework; The Theory of Constraints and Continuous Service Improvement

Edition details

• Publisher: Van Haren Publishing
• Publication date: 2007
• Language: English
• ISBN 10: 908753048X
• ISBN 13: 9789087530488
• Binding: Paperback
• Number of pages: 170
• Editor: Jayne Wilkinson