Delivering ITSM for business maturity : a practical framework /

• Main Author: Weed-Schertzer, Beverly (Author)
• Format: eBook
• Language: English
• Published: Bingley, U.K. : Emerald Publishing Limited, 2019.
• Series: Emerald points.
• Subjects: Information technology > Management.; Business & Economics > Development > Business Development.; Business strategy.

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...

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.