Implementing Service And Support Management Processes
DOWNLOAD
Download Implementing Service And Support Management Processes PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Implementing Service And Support Management Processes book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Implementing Service And Support Management Processes
DOWNLOAD
Author : Carrie Higday-Kalmanowitz
language : en
Publisher: The Stationery Office
Release Date : 2005-03-11
Implementing Service And Support Management Processes written by Carrie Higday-Kalmanowitz and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-03-11 with Business & Economics categories.
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.
Implementing It Governance A Practical Guide To Global Best Practices In It Management
DOWNLOAD
Author : Gad Selig
language : en
Publisher: Van Haren
Release Date : 2008-04-12
Implementing It Governance A Practical Guide To Global Best Practices In It Management written by Gad Selig and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-12 with Architecture categories.
The issues, opportunities and challenges of aligning information technology more closely with an organization and effectively governing an organization s Information Technology (IT) investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management in enterprises on a global basis. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organizations. Much has been written and documented about the individual components of IT Governance such as strategic planning, demand (portfolio investment) management, program and project management, IT service management and delivery, strategic sourcing and outsourcing, performance management and metrics, like the balanced scorecard, compliance and others. Much less has been written about a comprehensive and integrated IT/Business Alignment, Planning, Execution and Governance approach. This new title fills that need in the marketplace and gives readers a structured and practical solutions using the best of the best principles available today. The book is divided into nine chapters, which cover the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment - leadership and proactive people and change agents, flexible and scalable processes and enabling technology. Each of the chapters also covers one or more of the following action oriented topics: demand management and alignment (the why and what of IT strategic planning, portfolio investment management, decision authority, etc.); execution management (includes the how - Program/Project Management, IT Service Management with IT Infrastructure Library (ITIL) and Strategic Sourcing and outsourcing); performance, risk and contingency management (e.g. includes COBIT, the balanced scorecard and other metrics and controls); and leadership, teams and people skills.
Integrated Care For Older People Icope Implementation Framework
DOWNLOAD
Author : World Health Organization
language : en
Publisher: World Health Organization
Release Date : 2018-11-07
Integrated Care For Older People Icope Implementation Framework written by World Health Organization and has been published by World Health Organization this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-11-07 with Law categories.
Customer Processes In Business To Business Service Transactions
DOWNLOAD
Author : Janine Frauendorf
language : en
Publisher: Springer Science & Business Media
Release Date : 2007-12-08
Customer Processes In Business To Business Service Transactions written by Janine Frauendorf and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-12-08 with Business & Economics categories.
Services cannot be produced without customer participation. This aspect involves significant consequences for services management. The integration of the customer and the integration of the external resources that customers need to provide require comprehensive means to coordinate the activities of suppHers and customers. Services management Hterature is based on the idea that the success of service companies mainly depends on an effective and efficient design of supplier and customer interfaces. As a result, academic and practice-oriented service management problems are concerned with managing service processes. However, most approaches are focused on the supplier process side. Here, numerous concepts as well as IT supported tools for service process documentation and service process management have been developed. Customer processes, on the contrary, have mostly been ignored even though it is obvious that they have a high impact on the overall success of the service process. The present work is a major step forward to close that research gap. The author analyses the customer influence on efficiency and effectiveness of the service process depending on the customer's service process knowledge. The empirical data of the thesis was gained from a practice study: it was made in cooperation with a corporate division of T-Systems International that provides business customers with virus wall and firewall service packages for data network security. The study is based on the assumption that service customers have a script, i. e. a relatively precise image of the structure and process of the service transaction.
Delivering Utility Computing
DOWNLOAD
Author : Guy Bunker
language : en
Publisher: John Wiley & Sons
Release Date : 2006-06-14
Delivering Utility Computing written by Guy Bunker and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-06-14 with Technology & Engineering categories.
Learn how to design and deploy utility computing systems to save costs and improve the value that IT delivers. The economic downturn that occurred after the .com boom and bust has put the cost of IT in the spotlight. By following the principles of utility computing, also known as on-demand computing, real-time infrastructure, or adaptive enterprise, businesses can improve the IT services they offer, whilst reducing costs and improving agility. Delivering Utility Computing proposes and documents a methodology for delivering utility computing, and provides detailed advice on its principles and benefits. The authors describe a complete and step-by-step process for adapting to a utility computing system, based on proven methodology. Delivering Utility Computing: Provides a comprehensive description of the utility model, offering guidance on design, deployment and maintenance issues, and a strong section on service level agreements (SLAs). Explains in detail how to improve efficiencies and achieve cost reduction in the IT department. Adopts a thorough approach, taking into account current baselines, phasing, task involved, success factors and best practice principles. Presents a method rooted in theory, yet broad-based and practical, illustrated throughout with examples and real-world case studies. This invaluable text provides CIOs, CFOs, system administrators, IT policy makers and professionals looking to develop utility computing practices in their organizations, as well as researchers in computer science, statisticians, engineers, and graduate students, with an in-depth understanding of the concepts and practicalities of utility computing.
Itil V3 Planning To Implement Service Management
DOWNLOAD
Author : Colin Rudd
language : en
Publisher: The Stationery Office
Release Date : 2010
Itil V3 Planning To Implement Service Management written by Colin Rudd and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Business & Economics categories.
This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation & structure and enablers and blockers to successful service management.
Itil Lite
DOWNLOAD
Author : Malcolm Fry
language : en
Publisher: The Stationery Office
Release Date : 2010-03-09
Itil Lite written by Malcolm Fry and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03-09 with Business & Economics categories.
ITL Lite is aimed at encouraging organizations to adopt ITIL V3 by selecting and implementing key ITIL V3 components. For many reasons not every organization can adopt the whole of ITIL V3. Therefore, the publication explains which components are essential and explains how to select the appropriate components for implementation. The title is based around a project template to help readers prepare their own project. Ideal for those departments whose budgets have been reduced but who still want to improve key processes and functions.
Itsm Process Assessment Supporting Itil Tipa
DOWNLOAD
Author : Béatrix Barafort
language : en
Publisher: Van Haren
Release Date : 1970-01-01
Itsm Process Assessment Supporting Itil Tipa written by Béatrix Barafort and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 1970-01-01 with Architecture categories.
The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements. This innovative title not only looks at this fundamental process assessment, it does it using the key ISO/IEC standard in this area. In brief, this title explains the meeting between two standards: ITIL: the de facto standard in IT Service Management. ISO/IEC 15504 Information technology - Process assessment Readers can therefore be confident of a strong, well-thought out and solid approach which will help identify: The concepts of process assessment and process maturity How to plan and perform a process assessment How to use the approach How to launch an improvement process starting with an assessment project Because it focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000. This manual will also convey valuable information for understanding the roles and differences between: process assessment, traditional conformity assessment, audit and self-assessment suite. Finally, it is illustrated with real-life case studies, which highlight what should be done and what should be avoided. The reader will thus learn process assessment based on genuine experiences.
Infoworld
DOWNLOAD
Author :
language : en
Publisher:
Release Date : 2006-10-23
Infoworld written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-10-23 with categories.
InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.
Cases On Enterprise Information Systems And Implementation Stages Learning From The Gulf Region
DOWNLOAD
Author : Albadri, Fayez
language : en
Publisher: IGI Global
Release Date : 2012-10-31
Cases On Enterprise Information Systems And Implementation Stages Learning From The Gulf Region written by Albadri, Fayez and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-10-31 with Computers categories.
After the introduction of Enterprise Information Systems (EIS) and Enterprise Resources Planning (ERP) applications to many business organizations, the functional issues such as technical problems, security threats, persistent end-user resistance, and the excessive hidden costs of these systems began coming to light. Cases on Enterprise Information Systems and Implementation Stages: Learning from the Gulf Region focuses on the Gulf region and its lead on the enterprise systems adoption which has exceeded those in many developed countries. This reference book highlights experiences implementing EIS, delivering a comprehensive multi-perspective account of EIS issues, and explores the concerns, risks, and critical success factors of EIS for a variety of organizations. It aims to be beneficial for both practitioners and academics alike.