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Service Intelligence


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Table of Contents

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