Synopsis
Containing proven and practical implementation, maintenance, and optimization advice to the IT service and support environment. Authored by widely respected practitioners and experts, and developed with a hands-on approach. It provides a holistic view for setting up a Support Centre and gives a reference for Support managers to evolve their existing Support Centre, guidance to implementing ITIL processes and other Support Centre processes not in ITIL and a focus on operational metrics for the Support Centre.
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From the Publisher
Published on behalf of HDI
Review
A practical book you will refer to many times during your journey to service excellence. -- Phil Verghis, President, The Verghis Group, Inc
An indispensable resource for any organization seeking to understand and implement ITIL processes and true service value for their customers. -- Brenda Iniguez, Director, Western US, Pink Elephant
Not till I read this book could I say ¡®the¡¯ practical book on IT Services is now within my hands. -- David Messineo, Computer Associates
The one to use to assure that ITIL benefits to the service organization's value are not just pursued but sustained. --Malcolm Ryder, CA Architect
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