000			01854nam a22002777a 4500
003			OSt
005			20230710123302.0
020			_a9780113310463
040			_bEng _cHITLIB _dHITLIB _erda
041			_aEng
245	0	0	_aService operation / _cGreat Britain Office of Government Commerce
264		1	_aLondon : _bTSO, _c©2007
300			_axi, 263 pages : _billustrations
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
490			_aIT infrastructure library
500			_aPublished for the Office of Government Commerce under licence from the Controller of Her Majesty's Stationery Office
504			_aIncludes index
505			_aIntroduction 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
520			_aThis 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
650		0	_aComputer industry _vCustomer services _xManagement
650		0	_aElectronic office machine industry _vCustomer services _xManagement
710			_aGreat Britain Office of Government Commerce
942			_2lcc _cBK
999			_c3926 _d3926