Service

Management

FOR

DUMmIES‰

by Judith Hurwitz, Robin Bloor, Marcia Kaufman, and Fern Halper

Service Management For Dummies®

Published by

Wiley Publishing, Inc.

111 River Street Hoboken, NJ 07030-5774

www.wiley.com

Copyright © 2009 by Wiley Publishing, Inc., Indianapolis, Indiana

Published by Wiley Publishing, Inc., Indianapolis, Indiana

Published simultaneously in Canada

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Library of Congress Control Number: 2009927340

ISBN: 978-0-470-44058-2

Manufactured in the United States of America

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About the Authors

Judith Hurwitz is a technology strategist and thought leader, as well as president of Hurwitz & Associates, a business technology strategy firm that helps companies gain business benefits from their technology investments. In 1992 she founded the Hurwitz Group, a technology research group. She has worked in various corporations, including John Hancock, Apollo Computer, and Patricia Seybold Group, and she has written numerous white papers

and publishes a regular blog. Judith holds BS and MS degrees from Boston University. She is a coauthor of Service Oriented Architecture For Dummies, 2nd Edition, and IBM Information on Demand For Dummies, Custom Edition (both from Wiley Publishing, Inc.). Judith provides strategic guidance to both vendors and customers of distributed technologies and is a frequent keynote speaker at industry events. She was named a distinguished alumnus of Boston University’s College of Arts & Sciences in 2005. She is also a recipient of the 2005 Massachusetts Technology Leadership Council Award.

Robin Bloor, a partner in Hurwitz & Associates, has been an IT consultant and technology analyst for almost 20 years. He lived and worked in the United Kingdom until 2002, founding the IT analysis company Bloor Research, which published comparative technology reports that covered everything from computer hardware architecture to e-commerce. Robin is the author of the 2000 UK business best seller The Electronic B@zaar: From the Silk Road

to the E-Road (Nicholas Brealey Publishing), which analyzes and explains the field of e-commerce. He is a coauthor of Service Oriented Architecture For Dummies, 2nd Edition (Wiley). In 2002, Robin moved to the United States; he now resides in Austin, Texas. He merged his U.S. analyst company with Hurwitz & Associates in 2005, and in 2006, he began to take an interest in the expanding area of service oriented architecture (SOA). Robin has become an

influential and respected commentator on many corporate IT issues and is in great demand as a presenter at conferences, user groups, and seminars.

Marcia Kaufman, a founding partner in Hurwitz & Associates, has 20 years of experience in business strategy, industry research, SOA, software quality, information services, and analytics. In addition to publishing a regular technology blog, Marcia has written extensively on SOA, information management, and the business value of information technology. Marcia has worked on financial services industry modeling and forecasting in various research environments, including Data Resources, Inc. She holds a BA in mathematics and economics from Connecticut College and an MBA from Boston University. Marcia is a coauthor of Service Oriented Architecture For Dummies, 2nd Edition, and IBM Information on Demand For Dummies, Custom Edition (both from Wiley).

Fern Halper, PhD, a partner in Hurwitz & Associates, has more than 20 years of experience in data analysis, business analysis, and strategy development. Fern has published numerous articles on data analysis and content management. She has done extensive research, writing, and speaking on the topic of text analytics. Fern publishes a regular technology blog. She has held key

positions at AT&T Bell Laboratories and Lucent Technologies, where she was responsible for developing innovative data analysis systems as well as strategy and product-line plans. She has taught courses in information technology at several universities. Fern received her BA from Colgate University and

her PhD from Texas A&M University. Fern is a coauthor of Service Oriented Architecture For Dummies, 2nd Edition, and IBM Information on Demand For Dummies, Custom Edition (both from Wiley).

Dedication

As a group, the authors dedicate this book to our colleague Carol Caliendo, whose spirit and attention to detail helped make this book happen.

Judith dedicates this book to her family, Warren, Sara, and David; to her mother, Elaine; and in memory of her father, David.

Robin dedicates this book to Judy, for her encouragement, support, and advice; and to his children, Maya, Jude, Hannah, Jacob, and Seth.

Marcia dedicates this book to Matt, Sara, and Emily, and to her network of family and friends whose laughter, love, and support helped her through her treatment for breast cancer in 2008.

Fern dedicates this book to her husband, Clay, and to her daughters, Katie and Lindsay. She also dedicates this book in memory of her parents, Stanley and Phyllis.

Authors’ Acknowledgments

We heartily thank our friends at Wiley, most especially Katie Feltman and our development editor, Kathy Simpson.

We learned a tremendous amount from all our interactions with IT executives who willingly and graciously shared their experiences and knowledge about those experiences with service management. We would like to acknowledge the following individuals: Elizabeth Kubycheck, George Maroulakos, and Keenan Phelan of CIBER; Guillermo Diaz, Jr. and Sean Worthington of Cisco; Philippe Caron of Commission scolaire de la Région-de-Sherbrooke;

Harry K. Butler III of Elbit Systems of North America; Eric Norman and Bill Peer of InterContinental Hotels Group; Nick Robak of Independence Blue Cross; Isaac Ramsingh and Patrice Briley of The Medical Center of Central Georgia; Steve Flammini and Mary Finlay of Partners HealthCare; Michael Zucker of Sisters of Mercy Health System; Dan DuBeau and Meryl Ginsberg of Varian Medical Systems; and Robert Fort of Virgin Entertainment Group.

Thank you to our friends representing many of the vendors, systems integrators, and industry associations in the service management community:

Al Zollar, Doug Brown, Kristin Hansen, Bill Powell, Caroline Robertson, Pierre Coyne, Rich Esposito, Pat Reynolds, Kathleen Holm, Alan Ganek,

Laura Sanders, Terese Knicky, and Patty Rowell of IBM; Erin Smith of Axeda; Elaine Korn and Bill Emmett of BMC; Janice Thomas, Nicole Buffalino,

and Julie L. Henderson of CA; Craig B. Librett and Jane Emerson of EMC; Clay Bogusky of Iron Mountain; Heath Durrans and Thomas J. Cozzolino of LiquidHub; Joy H. Garner of Numara Software, Inc.; Kristen Wilson of Blanc & Otus; Michael McDonough of Corporate Ink; Liz Boal of Greenough Communications; and Kathy Tebben of LSH Communications.

Publisher’s Acknowledgments

We’re proud of this book; please send us your comments through our online registration form located at http://dummies.custhelp.com. For other comments, please contact our Customer Care Department within the U.S. at 877-762-2974, outside the U.S. at 317-572-3993, or fax 317-572-4002.

Some of the people who helped bring this book to market include the following:

Publishing and Editorial for Technology Dummies

Richard Swadley, Vice President and Executive Group Publisher

Andy Cummings, Vice President and Publisher

Mary Bednarek, Executive Acquisitions Director

Mary C. Corder, Editorial Director

Publishing for Consumer Dummies

Diane Graves Steele, Vice President and Publisher

Composition Services

Debbie Stailey, Director of Composition Services