By implementing good practice in service offerings and agreements, IT departments can achieve high levels of customer satisfaction by merging demand, supplier and financial management with the service portfolio and service catalogue. An intermediate level guide for exam candidates and for IT departments, this book provides clarification and expansion of the core ITIL® texts.
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Richard Griffiths has been an ISEB examiner since 2000 and is a service management consultant, having worked as practitioner and trainer in all aspects of ITIL for a large number of organisations worldwide.
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Book Description BCS, 2011. Paperback. Book Condition: New. Bookseller Inventory # P111906124604