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.... Nationwide Michelle Ross-McMillan has worked in multiple support capacities at Nationwide in Columbus, Ohio. ... and currently manages the Remedy Customer Executive Advisory Council - a vital part of BMC Softwarea#39;s outreach for a true outside-in ... Using her practitioner experience and her strong background in frameworks, such as ITIL and ISO 9000, she regularly ... She provides leadership andanbsp;...
|Title||:||Implementing Service and Support Management Processes|
|Publisher||:||The Stationery Office - 2005-03-11|