Service Agreements: A Management Guide (Itsm Library)

Robert Benyon; Rob Johnston

ISBN 10: 9077212914 / ISBN 13: 9789077212912

Published by Van Haren Publishing, 2006

About this Item

All pages and cover are intact. Dust jacket included if applicable, though it may be missing on hardcover editions. Spine and cover may show minor signs of wear including scuff marks, curls or bends to corners as well as cosmetic blemishes including stickers. Pages may contain limited notes or highlighting. "From the library of" labels may be present. Shrink wrap, dust covers, or boxed set packaging may be missing. Bundled media e.g., CDs, DVDs, access codes may not be included.

Seller Inventory # COLV.9077212914.G

Bibliographic Details

• Title: Service Agreements: A Management Guide (Itsm Library)
• Publisher: Van Haren Publishing
• Publication Date: 2006
• Language: English
• ISBN 10: 9077212914
• ISBN 13: 9789077212912
• Binding: Soft cover
• Condition: good

About this title

Synopsis

This book is founded on research conducted at Rhodes University into Service Management and Service Agreements. The initial prompting for this research came from one of the industry partners of the Distributed Multimedia Centre of Excellence. They expressed difficulty in the development and management of Service Level Agreements. It is important to realise that this is not an ITILŪ book. The ITILŪ framework is just one of many approaches that were used to develop the framework and model in this book that were then tested empirically in the research. Not every reader will be from an ITILŪ background and although it is one of the better (and more comprehensive) frameworks at the moment, this book is designed specifically to be useful to all SM practitioners. This book lays out the fundamentals of an SM strategy and describes in more detail, the contents of, and how to develop, the major parts of this strategy. Follow these guidelines and your SM initiative is far more likely to be successful.