Service Agreements: A Management Guide (Itsm Library) - Softcover

Robert Benyon; Rob Johnston

Softcover

ISBN 10: 9077212914 ISBN 13: 9789077212912

Publisher: Van Haren Publishing, 2006

Synopsis

This book is founded on research conducted at Rhodes University into Service Management and Service Agreements. The initial prompting for this research came from one of the industry partners of the Distributed Multimedia Centre of Excellence. They expressed difficulty in the development and management of Service Level Agreements. It is important to realise that this is not an ITILŪ book. The ITILŪ framework is just one of many approaches that were used to develop the framework and model in this book that were then tested empirically in the research. Not every reader will be from an ITILŪ background and although it is one of the better (and more comprehensive) frameworks at the moment, this book is designed specifically to be useful to all SM practitioners. This book lays out the fundamentals of an SM strategy and describes in more detail, the contents of, and how to develop, the major parts of this strategy. Follow these guidelines and your SM initiative is far more likely to be successful.

About this edition

• Publisher: Van Haren Publishing
• Publication date: 2006
• ISBN 10: 9077212914
• ISBN 13: 9789077212912
• Binding: Paperback
• Edition number: 1
• Number of pages: 100