TY  - BOOK
ED  - Great Britain Office of Government Commerce
TI  - Service operation
T2  - IT infrastructure library
SN  - 9780113310463
PY  - 2007///
CY  - London
PB  - TSO
KW  - Computer industry
KW  - Customer services
KW  - Management
KW  - Electronic office machine industry
N1  - 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
N2  - 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
ER  -