Service operation / 
Great Britain Office of Government Commerce 
 - xi, 263 pages :   illustrations  
 - IT infrastructure library .
<br/><br/> Published for the Office of Government Commerce under licence from the Controller of Her Majesty's Stationery Office<br/> 
<br/><br/>Includes index 
<br/><br/>Introduction<br/>2. Service Management as Practice<br/>3. Service Operation Principles<br/>Achieving balance in Service Operation<br/>4. Service Operation Processes<br/>Event management<br/>Incident management<br/>Problem management<br/>Operational activities of processes covered in other lifecycle phases<br/>5. Common Service Operation Activities<br/>Monitoring and control<br/>6. Organizing for Service Operation<br/>Service desk<br/>Application management<br/>Service Operation roles and responsibilities<br/>Service Operation Organization Structures<br/>7. Technology Considerations<br/>8. Implementing Service Operation<br/>9. Challenges, Critical Success Factors and Risks 
<br/><br/> 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 
<br/><br/><label>ISBN: </label>9780113310463 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer industry--Management--Customer services<br/>Electronic office machine industry--Management--Customer services