Managing the IT Service Process is the first book of its kind to recognize thetruth of IT Service delivery. It takes the overall view of the servicemanagement p... » 

Managing the IT Service Process is the first book of its kind to recognize thetruth of IT Service delivery. It takes the overall view of the servicemanagement process and links together the elements of service level managementsystems availability costs and benchmarking and the helpdesk.In the last 5 years there has been a major structural shift in the IT industrywith the traditional position of Helpdesk Manager being replaced by a newfunction of IT Services Manager. The industry is now concentrating on theformulation of an endtoend service process that replaces the previous norm ofseveral disparate and nonintegrated sections in an IT department such as thehelpdesk applications maintenance operations development procurement andsystems management. Managers are focusing on a totality of management so theycan correlate costs and processes and offer their customers an integratedservice.Managing the IT Services Process is an instructional manual written by anacknowledged industry expert and includes techniques charts methods casestudies and anecdotes to support the text. The author encourages the reader toformulate an endtoend IT service process by using a step by step approach.The text describes and encourages integration in IT and therefore will beuseful for managers involved in the unified process.Views the overall picture of IT Service delivery and brings together theelements comprising thisWritten by a widely recognized guru in the field of IT service managementIncludes techniques charts methods case studies and anecdotes to supportthe points being made in the text «