A Manager's Guide to IT Service Management 6th Edition

Description

This book meets the need for a generic, broadly based book on service management. It provides an introduction on how service management best practices and standards can help a service provider to deliver services that add value for customers at the right risk. It describes service management concepts and the broader service management landscape. This 6th edition is substantially re-focused to give a broader based picture of the most important service management best practices, how they relate and how they can (or cannot) be used together.

CONTENTS:

Service Management concepts; The Service Management landscape; Governance and management direction; Who does what; Planning and implementing service management; Service improvement; New or changed services; Service delivery; Financial management; Relationship processes; Resolution processes; Control processes; Bibliography.