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Service Intelligence

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Table of Contents

Introduction 1 Why Read This Book? 2 Illuminating Your Vulnerabilities 4 Capitalizing on Your Strengths 5 ITSM-In Good Company 5 Chapter 1 ITSM 101: From Data to Wisdom 7 ITSM-Grass Roots 7 ITSM-20/20 Hindsight 9 IT Governance 11 IT Compliance and Audit 14 International Standards 16 ITIL Service Management Practices 19 Maturing ITSM practices 21 Endnotes 22 Chapter 2 ITSM: The Business Asset 25 The Roadmap 26 IT Governance-What to Look For 37 IT Compliance and Audit-Reasons to Have It 40 IT Service Practices 45 Endnotes 54 Chapter 3 The Service 55 The Anatomy of a Service-Building the Services You Want 55 Service Ingredients 56 We'll Have What They're Having, Please! 57 Service Catalog 58 The Service Agreement 62 Chapter 4 The IT Service Provider . 69 Types of ITSP 69 ITSP Competences 74 ITSP Sourcing 75 What Should Influence Your Sourcing Decisions? 79 Chapter 5 The Negotiation 81 Decision Styles 82 Negotiation Steps 86 Agree Upon the Objectives 88 The Service Contract 90 Chapter 6 The Service Agreement 95 Core Service Agreements 96 Service Package Agreements 96 Service Description 97 Service Hours 97 Customer Support 99 Management of Incidents 100 Management of Problems 102 Change Management 103 Service Reporting 104 Service Complaints 105 Service Reviews 106 Chapter 7 The Partnership in Action 109 The Partner Compass 109 Service Monitoring 115 Identifying Trigger Points 117 Service Roles 119 Chapter 8 Service Performance in Action 127 Service Performance Indicators 127 Performance Dashboards-A Picture Paints a Thousand Words 137 Chapter 9 The Bottom Line 143 Common Cents 143 Transformations 145 Your Bottom Line 147 Appendix A IT Strategy Template 149 Appendix B Service Contract Template 157 Appendix C Service Agreement Template 165 Appendix D References for Further Reading 173 Index 177

About the Author

Sharon Taylor, Chief Architect of ITIL V3 and Chief Examiner of ITIL qualifications, is one of the world's leading IT Service Management experts. She is now President of Aspect Group, Inc., a leading provider of ITSM services. Taylor served until recently as chair of itSMF International and spent eight years on itSMF chapter boards and itSMF committees, leading itSMF's growth and improvement. In 2008, she received itSMF UK's Paul Rappaport Award for outstanding commitment and Lifetime Achievement to IT Service Management.

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