This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation a structure and enablers and blockers to successful service management.... clarity of objectives 57 cultural change 37 stakeholder analysis 66 Crosby total quality management 227 cultural change 25-48, 96, ... 64 review/audit 29-30 service levels and 47, 43 training in 150 customer care, training in 150 customer experience management 42-4 ... reporting; supplier and contracts database; vision statements e-surveys 130 effectiveness metrics 134, 168 efficiency metrics 134, anbsp;...
|Title||:||ITIL V3 Planning to Implement Service Management|
|Author||:||Colin Rudd, Office of Government Commerce (OGC)|
|Publisher||:||The Stationery Office - 2010-01-01|