Implementing Service and Support Management Processes

Implementing Service and Support Management Processes

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The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.To use the ARCI Matrix template, list all the process activities (as shown in the High Level Process flow diagram) in the first column of the Matrix. Then list all possible functional groups (e.g. Service Desk, Desktop Support, Server Support, anbsp;...

Title:Implementing Service and Support Management Processes
Publisher:The Stationery Office - 2005-03-11


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