This is the definitive guide to systems management for every IT professional with responsibility for maintaining the stability and responsiveness of IT production environments. Rich Schiesser, one of the world's most experienced IT infrastructure managers, covers every systems management discipline, every type of IT environment, and all three elements of success: technology, processes, and people. Schiesser begins by explaining how each key discipline of systems management has evolved, and how they can be integrated to maximize business value in mainframe, client/server, desktop, and Web-enabled IT environments. He then focuses on the key "people-related" aspects of systems management, showing how to gain executive support, organize and staff for systems management, and deliver world-class customer service. Next, he moves on to the 12 key processes involved in systems management, including production acceptance, change management, problem management, storage and network management, capacity planning, security, disaster recovery, and many others. Finally, Schiesser shows how to leverage technology to develop, automate, evaluate, and integrate processes, and offers effective new techniques for Web and client/server environments.