Service intelligence : improving your bottom line with the power of IT service management /
Taylor, Sharon,1956-
Upper Saddle River, NJ : Prentice Hall,
c2012.
Includes bibliographical references and index.
ITSM 101: from data to wisdom -- ITSM: the business asset -- The service -- The IT service provider -- The negotiation -- The service agreement -- The partnership in action -- Service performance in action -- The bottom line.
Computer service industry
Information technology