Implementing Service And Support Management Processes: A Practical Guide

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.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.