IT Service Management: An Introduction
IT Service Management: An Introduction
Jan van Bon | Van Haren Publishing | 2005 | ISBN: 077212914 | 240 pages | PDF | 2,5 MB
Jan van Bon | Van Haren Publishing | 2005 | ISBN: 077212914 | 240 pages | PDF | 2,5 MB
Many organizations are demanding increased quality levels from ICT service providers, often irrespective of whether these services are outsourced or supplied in-house. Service management (SM) is the integrated approach to the management of ICT service requirements and levels. This new publication outlines the background, operation, and benefits of a variety of service agreements, and includes models for the design of a service catalogue and service agreement development.
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