Managing the IT Services Process
Managing the IT Services Process

Author: Noel Bruton

Publisher: Routledge

Published: 2012-11-12

Total Pages: 244

ISBN-13: 1136381694

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Managing the IT Service Process is the first book of its kind to recognize the truth of IT Service delivery. It takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk. In the last 5 years there has been a major structural shift in the IT industry with the traditional position of Helpdesk Manager being replaced by a new function of IT Services Manager. The industry is now concentrating on the formulation of an end-to-end service process that replaces the previous norm of several disparate and non-integrated sections in an IT department such as the helpdesk, applications maintenance, operations, development procurement and systems management. Managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated service. Managing the IT Services Process is an instructional manual written by an acknowledged industry expert and includes techniques, charts, methods, case studies and anecdotes to support the text. The author encourages the reader to formulate an end-to-end IT service process by using a step by step approach. The text describes and encourages integration in IT and therefore will be useful for managers involved in the unified process.

IT Management in the Digital Age
IT Management in the Digital Age

Author: Nils Urbach

Publisher: Springer

Published: 2018-09-05

Total Pages: 132

ISBN-13: 331996187X

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This book examines the massive changes currently taking place in the business world and commonly known under the label “digitalization.” In addition, it describes the significant impacts of technological innovations on processes, products, services and business models. The digital transformation resulting from these developments leads to disruption for many enterprises and industries. While for many years, IT departments mainly concentrated on fulfilling the requirements of business departments effectively and efficiently by means of high-quality IT services and operations, today’s IT departments are increasingly expected to actively co-design and co-create the enterprise. This book describes how information technology enables innovation for businesses, and how IT departments can proactively and in a timely manner collaborate with the business departments of their corporation to leverage these innovations. It also delineates the implications of digitalization for the structures, processes and people in today’s IT departments. IT leaders and managers who are responsible for corporate IT, as well as practice-oriented researchers, will find valuable inspirations and guidance in this book, the central mission of which is to encourage and enable a more proactive role for IT in the digital transformation processes. "This book demonstrates the impact of digital transformation on IT organizations and their management. It also presents potential risks for technology availability, security and data protection. The authors develop a vision of what IT management should look like in ten years if it is to continue playing an important role in the company. The book seeks to motivate IT executives and managers with IT responsibility to actively adapt their thinking and their IT organizations before they are forced to react to external pressure. Definitely worth reading!" Sven Kreimendahl, Director Business Technology Services, Campana & Schott

Invitations to Tender for Facility Management Services
Invitations to Tender for Facility Management Services

Author: Cinzia Talamo

Publisher: Springer

Published: 2018-12-17

Total Pages: 266

ISBN-13: 3030040097

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This book deals with Invitations to Tender (ITTs) for the provision of Facility Management (FM) services. It presents a framework to support companies in preparing clear, comprehensive and effective ITTs, focusing on such key aspects as: organizational structures, tools and procedures for managing information, allocation of information responsibilities, procedures for services monitoring and control, quality policies, and risk management. It discusses and analyzes a range of basic terms and concepts, procedures, and international standards concerning the Tendering Process, as well as the contents of ITTs, which should represent the translation of information needs into requirements related to: the client’s goals, main categories of information to deal with, expected organization of information, modalities of reporting and control, and level of knowledge to be reached. A further major focus is on potential key innovation scenarios concerning current FM practice, such as Sustainable Procurement, Building Information Modeling (BIM), Big Data and Internet of Things (IoT) technologies, highlighting both the possible benefits and the possible risks and implications that could negatively affect the quality of FM service provision if not properly treated within the ITT. The book will be of interest to real estate owners, demand organizations and facility managers, enhancing their ability to prepare, interpret and/or critically analyze ITTs.

ITIL Service Strategy
ITIL Service Strategy

Author: Great Britain. Cabinet Office

Publisher: Stationery Office/Tso

Published: 2011

Total Pages: 483

ISBN-13: 9780113313044

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This volume provides updated guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.

Fundamentals of Business Process Management
Fundamentals of Business Process Management

Author: Marlon Dumas

Publisher: Springer

Published: 2018-03-23

Total Pages: 546

ISBN-13: 3662565099

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This textbook covers the entire Business Process Management (BPM) lifecycle, from process identification to process monitoring, covering along the way process modelling, analysis, redesign and automation. Concepts, methods and tools from business management, computer science and industrial engineering are blended into one comprehensive and inter-disciplinary approach. The presentation is illustrated using the BPMN industry standard defined by the Object Management Group and widely endorsed by practitioners and vendors worldwide. In addition to explaining the relevant conceptual background, the book provides dozens of examples, more than 230 exercises – many with solutions – and numerous suggestions for further reading. This second edition includes extended and completely revised chapters on process identification, process discovery, qualitative process analysis, process redesign, process automation and process monitoring. A new chapter on BPM as an enterprise capability has been added, which expands the scope of the book to encompass topics such as the strategic alignment and governance of BPM initiatives. The textbook is the result of many years of combined teaching experience of the authors, both at the undergraduate and graduate levels as well as in the context of professional training. Students and professionals from both business management and computer science will benefit from the step-by-step style of the textbook and its focus on fundamental concepts and proven methods. Lecturers will appreciate the class-tested format and the additional teaching material available on the accompanying website.

Site Reliability Engineering
Site Reliability Engineering

Author: Niall Richard Murphy

Publisher: "O'Reilly Media, Inc."

Published: 2016-03-23

Total Pages: 552

ISBN-13: 1491951176

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The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

Managing Services
Managing Services

Author: Kathryn Haynes

Publisher: Academic

Published: 2014

Total Pages: 225

ISBN-13: 019969608X

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The book is a collection of perspectives on service and service management written by leading researchers in the field. It considers the range and importance of services, the challenges of managing services and recent contemporary innovations in services and service management.

Managing Service Operations
Managing Service Operations

Author: Bill Hollins

Publisher: SAGE

Published: 2006-09-18

Total Pages: 312

ISBN-13: 1848604661

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`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.