Get the Right IT Services, on the Right terms, Without Hassles or Overpaying

To gain the full benefits of technology—and avoid the staggering costs of technology failure—you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. You’ll learn how to ensure service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance. Taylor explains ITSM from a true business point of view, cutting through jargon and helping you drive value without becoming overly technical. She gives you powerful tools for negotiating IT services more effectively, improving IT ROI, and escaping “captivity” to either internal or external IT providers.

As businesses demand more from IT managers, organizations are looking to ITIL (IT Infrastructure Library) Service Management as the best practice approach to operational and service excellence. ITSM employs ITIL documented best practices and in most cases extends into additional areas such as enhanced processes and implementation to provide additional value-added functionality. ITSM methods have evolved to include specific ways to enable and optimize assessment, planning, and implementation of ITIL best practices.

Platform as a service (PaaS) is the delivery of a computing platform and solution stack as a service. It facilitates deployment of applications without the cost and complexity of buying and managing the underlying hardware and software layers, providing all of the facilities required to support the complete life cycle of building and delivering web applications and services entirely available from the Internet - with no software downloads or installation for developers, IT managers or end-users.