Service operation / Great Britain Office of Government Commerce

Contributor(s):

Great Britain Office of Government Commerce

Material type: Text

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	Barcode
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

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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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