Service operation /

Service operation / Great Britain Office of Government Commerce - xi, 263 pages : illustrations - IT infrastructure library .

Published for the Office of Government Commerce under licence from the Controller of Her Majesty's Stationery Office


Includes index

Introduction
2. Service Management as Practice
3. Service Operation Principles
Achieving balance in Service Operation
4. Service Operation Processes
Event management
Incident management
Problem management
Operational activities of processes covered in other lifecycle phases
5. Common Service Operation Activities
Monitoring and control
6. Organizing for Service Operation
Service desk
Application management
Service Operation roles and responsibilities
Service Operation Organization Structures
7. Technology Considerations
8. Implementing Service Operation
9. Challenges, Critical Success Factors and Risks

This book introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary

9780113310463


Computer industry--Management--Customer services
Electronic office machine industry--Management--Customer services