Get the right IT services, on the right terms, without hassle or overpayments to get the full benefits of technology - and avoid the staggering costs of technology failure - you must manage IT with vision, direction and experience. Only one set of methods is powerful enough to do this: IT Services Management (ITSM).

In the service of service intelligence, Sharon Taylor, ITSM leader, shows business managers how to make the most of it. You will learn how to ensure quality of service, anticipate weaknesses, improve reliability, and connect IT directly to business performance.

Taylor explains ITSM from a real business point of view, leading to the cutting of terminology, and helping you achieve value without becoming technically significant. It gives you effective tools to negotiate IT services more effectively, improve IT ROI, and migrate from "households" to internal or external IT service providers.

Covering - Understanding what an excellent IT service looks like and evaluating what you are getting now - Choosing the best IT service providers and services for your needs - Identifying and correcting the problem with internal or external supplier relationships - Making sure you do not pay for services you do not need - Negotiation services Requirements, levels, prices, quality and delivery - Take advantage of ITSM practices without losing focus on business - Create service reports and performance-focused business scores and focus on the most important issues