Sharon Taylor

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… Show more

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. Show less

This is the first book in the series of five ITIL core publications containing advice and guidance around the activities and processes associated with the five stages of the service lifecycle. The primary purpose of the service strategy stage of the service lifecycle is to set and manage the correct overall strategy for IT, based upon the organization’s overall business strategy, so that appropriate IT services can be provided to meet the current and future needs of the business. Therefore… Show more

This is the first book in the series of five ITIL core publications containing advice and guidance around the activities and processes associated with the five stages of the service lifecycle. The primary purpose of the service strategy stage of the service lifecycle is to set and manage the correct overall strategy for IT, based upon the organization’s overall business strategy, so that appropriate IT services can be provided to meet the current and future needs of the business. Therefore strategic thinking must be applied to service management and service management must itself be regarded as a strategic asset of an IT organization. Show less

I was the Chief Architect for ITIL 2007 with my team of 10 fellow authors

This publication is your gateway to ITIL. It explains the basic concept of IT Service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change. After showing high level process models, it takes the reader through the main principles that govern the… Show more

This publication is your gateway to ITIL. It explains the basic concept of IT Service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change. After showing high level process models, it takes the reader through the main principles that govern the new version: lifecycle stages, governance and decision making, then the principles behind design and deployment, and operation and optimisation. Show less

This publication, 'Passing your ITIL Foundation Exam - 2nd Edition' is endorsed by APM Group, the official ITIL Accreditor, and is suitable for those taking the foundation exam.

This book is ideal for understanding the driving principles behind ITIL when applied to organizations that are simply too small to compartmentalize into all the process areas but that conversely need to apply the best IT practices in spite of its size. Excellent insight offered on every page and answers a lot of questions and doubts about scaling down to suit the needs of smaller institutions.

For over 20 years IT Service Management (ITSM) has been considered globally accepted best practice. The industry experts of this century agree on its value. Why then do some ITSM implementations fail to succeed?

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.