The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.However, it would be easy to include scatter diagrams and plot the number of one color against the number of another color. Conclusions ... Bibliography A Structured Approach to Service Level Management. http://www.csi.co.uk/papers/ service.htm August 5, 2003. Best Practice ... HDI Focus. Lloyd, Vernon. Planning to Implement Service Management. OGC ITIL. Appendix G. McKennan, Jim. Using Rootanbsp;...
|Title||:||Implementing Service and Support Management Processes|
|Publisher||:||The Stationery Office - 2005-03-11|