Service operation / Great Britain Office of Government Commerce
Material type:
- text
- unmediated
- volume
- 9780113310463
Item type | Current library | Home library | Shelving location | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|---|---|
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Harare Institute of Technology Main Library | Harare Institute of Technology Main Library | General Collection | HD9696.67.A2 SER (Browse shelf(Opens below)) | 1 | Available | BK0013077 |
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
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