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- Corporate Service Management
- Corporate Service Management is concerned with planning, organising,
controlling and supporting organisational service processes. This book
focuses on describing service management processes, concentrating on
maintenance and restoring of information technology that support core
processes.
Based on the background of technical and managerial roles in service
management and delivery, this book highlights practical experience from
implementations of IT service centres, such as as help desks, service desks
and call centres. Case studies further demonstrate the design, implementation and and
management of corporate IT service processes.
Addison Wesley, Munich, 2000
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- IT Asset Management
- Supporting services and organisational support functions IT Asset
Management has a wide potential to gain and sustain competitive advantage
through process excellence in managing IT. Consequently, IT Asset Management
is directly linked into organisational strategy.
Given this background, it is obvious that a successful implementation of
an IT Asset Management Programme needs to focus on the business’
requirements. IT Asset Management Programmes have to be understood as a
solution to a problem, rather than being “strategic” on its own. A set of
clearly defined business requirements are necessary to map the expected
functionality into a technology, which will meet the organisations needs and
hence provide a high return on investment.
This book is a guideline for the implementation of IT Asset Management
as an iterative process, which will allow to gain benefits in the early
stages of the project in order to minimise the initial negative impact on
cash flow through necessary investments. With its practical background, it
assistance in designing comprehensive project plans that maintain overview
of the entire programme implementation, including the hand over of IT Asset
Management services into operations and service delivery.
Financial Times/Prentice Hall, London, 2002
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