Service Agreements
(Sprache: Englisch)
This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.
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This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.
Klappentext zu „Service Agreements “
This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.
Inhaltsverzeichnis zu „Service Agreements “
1. A Service Management OverviewManaging Service Levels
Definitions of Service Management
Elements of Service Management
The Importance of Service Management
The Benefits of Service Management
Return on Investments in Service Management Solutions
Current Service Management Problems
Successful Service Management
A Framework for Service Management
Conclusion
2. A Framework for the Implementation of Service Management
Introduction
Phase 1: Foundation
Phase 2: Managed Services
Conclusion
3. A Model for the Development of a Service Catalogue
Introduction
Components for the ICT Service Catalogue
The Approach
Conclusion
4. A Model for the Negotiation and Development of Service Agreements
Introduction
The Development Team
Development Principles
The Service Level Agreement Specification
Sign-off and Promotion
Conclusion
Autoren-Porträt von Rob Benyon, Rob Johnston
Rob Johnston ist Präsident und CEO der "Peter F. Drucker Foundation for Nonprofit Management". Er war Produzent des Videos "Leading in a Time of Change" mit Peter Drucker und Peter Senge. Er ist Mitherausgeber der Zeitschrift Leader to Leader.
Bibliographische Angaben
- Autoren: Rob Benyon , Rob Johnston
- 2006, 102 Seiten, Maße: 21 cm, Kartoniert (TB), Englisch
- Verlag: Van Haren Publishing
- ISBN-10: 9077212914
- ISBN-13: 9789077212912
Sprache:
Englisch
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