Buy Implementing Service and Support Management Processes, a Practical Guide English Ed.
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Home > Computing and Information Technology > Information technology: general topics > Social and ethical aspects > Implementing Service and Support Management Processes, a Practical Guide English Ed.
Implementing Service and Support Management Processes, a Practical Guide English Ed.

Implementing Service and Support Management Processes, a Practical Guide English Ed.


     0     
5
4
3
2
1



Out of Stock


Notify me when this book is in stock
X
About the Book

The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and, Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

Table of Contents:
Preface Introduction 1: Financial and Operations Management 2: Knowledge Management 3: Configuration Management 4: Change Management 5: Release Management 6: Incident Management 7: Problem Management 8: Service Level Management 9: Capacity and Workforce Management 10: Availability Management 11: IT Service Continuity Management 12: Customer Satisfaction Measurement About the authors Glossary

Review :
Implementing Service and Support Management Processes: A Practical Guide The sheer number of different books available that describe ITIL processes suggests an increasing amount of overlap that makes the difference between one book and the next a nuance found by chance. One way to cut through this overabundance is to rely on large certification-level organizations like itSMF or HDI for the publications of interest. This HDI publication, in particular, quickly distinguishes itself not so much by the depth of its discussions, but by its continuous emphasis on roles and performance metrics -- the two biggest ways that managers design their organizations to adopt and work with the ITIL processes. As a result, this guide becomes the one to use to assure that ITIL benefits to the service organization's value are not just pursued but sustained. Malcolm Ryder, Architect.


Best Sellers


Product Details
  • ISBN-13: 9789077212431
  • Publisher: Van Haren Publishing BV
  • Publisher Imprint: Van Haren Publishing BV
  • Language: English
  • ISBN-10: 9077212434
  • Publisher Date: 01 Mar 2005
  • Binding: Paperback
  • Returnable: N


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Implementing Service and Support Management Processes, a Practical Guide English Ed.
Van Haren Publishing BV -
Implementing Service and Support Management Processes, a Practical Guide English Ed.
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Implementing Service and Support Management Processes, a Practical Guide English Ed.

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    Fresh on the Shelf


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!