With degrees in chemical engineering and computer science from Texas A&M University and the University of Houston, Kevin J. Smith began his career at the NASA Johnson Space Center in Houston, supporting the Mission Operations Directorate, and the next twelve years with Manugistics Inc. during the rapid global growth of supply chain management. He has been with HEAT Software for the last twelve years, working with market-leading clients on strategy, business models, and the implementation of technology and software solutions in support of IT service desk, IT service management, and broader IT strategic initiatives.
The Practical Guide To World-Class IT Service Management
by Kevin J. Smith
The Practical Guide To World-Class IT Service Management
by Kevin J. Smith
Published Mar 21, 2017
459 Pages
Genre: BUSINESS & ECONOMICS / Information Management
Book Details
Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM!
This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.