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Index
Title Page
Copyright Page
Contents
Praise for Service Intelligence
Preface
Acknowledgments
About the Author
Introduction
Chapter 1. ITSM 101: From Data to Wisdom
Chapter 2. ITSM: The Business Asset
Chapter 3. The Service
Chapter 4. The IT Service Provider
Chapter 5. The Negotiation
Chapter 6. The Service Agreement
Chapter 7. The Partnership in Action
Chapter 8. Service Performance in Action
Chapter 9. The Bottom Line
Appendix A. IT Strategy Template
Appendix B. Service Contract Template
Appendix C. Service Agreement Template
Appendix D. References for Further Reading
Index
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