Delivering ITSM for business maturity : a practical framework

Author

• Weed-Schertzer, Beverly

Additional Author(s)

-

Publisher

Bingley, UK: Emerald Group Publishing Limited, 2019

Language

English

ISBN

9781789732511

Series

Emerald points

Subject(s)

• BUSINESS & ECONOMICS / DEVELOPMENT / BUSINESS DEVELOPMENT
• INFORMATION TECHNOLOGY-MANAGEMENT

Notes

• Emerald Business Management and Economics Ebooks 2019
• Includes index

. .

Abstract

IT Service Management (ITSM) is an imperative part of achieving business maturity, but has long been thought of only in technical terms, and not as part of a larger whole. In this exciting new take on ITSM, leading expert Beverly Weed-Schertzer positions ITSM at the heart of company strategy to build a layered operating model.

Physical Dimension

Number of Page(s)

online resource (xv, 183 p.)

Dimension

-

Other Desc.

-

Summary / Review / Table of Content

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

Exemplar(s)

#	Accession No.	Call Number	Location	Status
1.	00453/20	303.4833 Wee D	Online !	Available