Contents at a Glance
Introduction
Part I: Introducing Service Management
Chapter 1: Understanding Service Management
Chapter 2: Getting Inside Service Management
Chapter 3: The Customer Is King
Part II: Getting the Foundation in Place
Chapter 4: Service Management Standards and Best Practices
Chapter 5: Implementing ITIL
Chapter 6: Implementing a Service Management Strategy
Chapter 7: Launching into Service Management
Part III: Service Management Technical Foundation
Chapter 8: The Service Management Universe
Chapter 9: The Technical Foundation of Service Management
Chapter 10: Governing the Service Universe
Part IV: Nitty-Gritty Service Management
Chapter 11: Managing the Data Center
Chapter 12: Service Support and the Service Desk
Chapter 13: Desktop and Device Management
Chapter 14: Data Management in a Service Management World
Chapter 15: Virtualizing the Computing Environment
Chapter 16: IT Security and Service Management
Chapter 17: Business Service Management
Chapter 18: Planning the Evolution of the Data Center
Part V: Real Life with Service Management
Chapter 19: Manufacturing
Chapter 20: Health Care
Chapter 21: Retail
Chapter 22: Hospitality
Chapter 23: Education
Chapter 24: Service Provider
Part VI: The Part of Tens
Chapter 25: Ten Service Management Dos and Don’ts
Chapter 26: Ten Swell Service Management Resources
