Managing the IT Services Process - Brossura

Bruton, Noel

Brossura

ISBN 10: 0750657235 ISBN 13: 9780750657235

Casa editrice: Routledge, 2004

Riassunto

Managing the IT Service Process is the first book of its kind to recognize the truth of IT Service delivery. It takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk.

In the last 5 years there has been a major structural shift in the IT industry with the traditional position of Helpdesk Manager being replaced by a new function of IT Services Manager. The industry is now concentrating on the formulation of an end-to-end service process that replaces the previous norm of several disparate and non-integrated sections in an IT department such as the helpdesk, applications maintenance, operations, development procurement and systems management. Managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated service.

Managing the IT Services Process is an instructional manual written by an acknowledged industry expert and includes techniques, charts, methods, case studies and anecdotes to support the text. The author encourages the reader to formulate an end-to-end IT service process by using a step by step approach. The text describes and encourages integration in IT and therefore will be useful for managers involved in the unified process.

*Views the overall picture of IT Service delivery and brings together the elements comprising this
*Written by a widely recognized guru in the field of IT service management
*Includes techniques, charts, methods, case studies and anecdotes to support the points being made in the text

Su questo libro

L'autore

Noel Bruton is an independent consultant and trainer with a global business reputation. His experience is sought by commercial and public service organizations, conferences, press and broadcast media around the world. He has been in IT since 1979 and advising corporations on improving IT support methods since 1991. He writes with knowledge, pragmatism and infectious enthusiasm. Visit his Website for helpdesk and call-center service managers at http://www.noelbruton.com

Contenuti

Introduction; Identifying IT services; The services; The processes; IT services organization; Staffing; Client relationships; Managing service delivery; Measuring IT services; Reporting; Tools; Conclusions.

Dettagli dell?edizione

• Editore: Routledge
• Data di pubblicazione: 2004
• ISBN 10: 0750657235
• ISBN 13: 9780750657235
• Rilegatura: Copertina flessibile
• Lingua: Inglese
• Numero edizione: 1
• Numero di pagine: 242