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A plain-English guide to managing IT from the customer's perspective
Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users&;both inside and outside the organization&;is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business
Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices
This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma
- Define service - identify what the customer wants, how the business can provide it, and which technological tools will make it happen - Who's king? - whether you're the IT manager or the business owner, see how to think like the customer - Standards are key - understand the standards and best practices that can improve quality and reduce costs - Strategically speaking - develop and implement a service management strategy - What's it worth? - assess the costs and return associated with service management - Get down to business - discover how to manage data centers, support services, desktops and devices, IT security, and other business services - See it at work - explore case studies of service management in the manufacturing, retail, health care, hospitality, and other business sectors

Open the book and find:

- How the digital world has altered service - Service management assets and tools - Resources for best practices and standards information - Advice for defining, creating, and maintaining a service management plan - The six layers of service management - How to optimize a data center - Ideas for managing your business assets as services - The role of virtualization and cloud computing

A comprehensive guide to learning technologies that unlock the value in big data Cognitive Computing provides detailed guidance toward building a new class of systems that learn from experience and derive insights to unlock the value of big data. This book helps technologists understand cognitive computing's underlying technologies, from knowledge representation techniques and natural language processing algorithms to dynamic learning approaches based on accumulated evidence, rather than reprogramming. Detailed case examples from the financial, healthcare, and manufacturing walk readers step-by-step through the design and testing of cognitive systems, and expert perspectives from organizations such as Cleveland Clinic, Memorial Sloan-Kettering, as well as commercial vendors that are creating solutions. These organizations provide insight into the real-world implementation of cognitive computing systems. The IBM Watson cognitive computing platform is described in a detailed chapter because of its significance in helping to define this emerging market. In addition, the book includes implementations of emerging projects from Qualcomm, Hitachi, Google and Amazon. Today's cognitive computing solutions build on established concepts from artificial intelligence, natural language processing, ontologies, and leverage advances in big data management and analytics. They foreshadow an intelligent infrastructure that enables a new generation of customer and context-aware smart applications in all industries. Cognitive Computing is a comprehensive guide to the subject, providing both the theoretical and practical guidance technologists need. Discover how cognitive computing evolved from promise to reality Learn the elements that make up a cognitive computing system Understand the groundbreaking hardware and software technologies behind cognitive computing Learn to evaluate your own application portfolio to find the best candidates for pilot projects Leverage cognitive computing capabilities to transform the organization Cognitive systems are rightly being hailed as the new era of computing. Learn how these technologies enable emerging firms to compete with entrenched giants, and forward-thinking established firms to disrupt their industries. Professionals who currently work with big data and analytics will see how cognitive computing builds on their foundation, and creates new opportunities. Cognitive Computing provides complete guidance to this new level of human-machine interaction.