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Service operation / Great Britain Office of Government Commerce

Contributor(s): Material type: TextTextLanguage: Eng Series: IT infrastructure libraryPublisher: London : TSO, ©2007Description: xi, 263 pages : illustrationsContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9780113310463
Subject(s):
Contents:
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
Summary: 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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Holdings
Item type Current library Home library Shelving location Call number Copy number Status Date due Barcode
Books Books 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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