Wednesday, January 27, 2010

Service Operation





















Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Application Management
- Change Management
- Operations Management
- Control processes and function
- Scaleable practices
- Measurement and control

Brief Table of Contents:
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Introduction
Service Management as a Practice
Service Operation Principles
Service Operation Processes
Common Service Operation Activities
Organizing for Service Operation
Technology Considerations
Implementing Service Operation
Challenges, Critical Success Factors and Risks
Appendix A: Complementary Industry Guidance
Appendix B: Communication in Service Operation
Appendix C: Kepner and Tregoe
Appendix D: Ishikawa Diagrams
Appendix E: Detailed Description of Facilities Management
Appendix F: Physical Access Control

File size: 2 MB
File type: PDF (OCR)

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