The Stationery Office, May 30, 2007 - Business & Economics - 263 pages
ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former Service Support and Service Delivery books, which have been updated where necessary.
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Service Operation principles
Service Operation processes
Common Service Operation activities
Organizing for Service Operation
Implementing Service Operation
Communication in Service
Other editions - View all
Access Management achieve action Application Management appropriate automated Capacity Management Change Advisory Board Change Management COBIT communication components Configuration Item Configuration Management Continual Service Improvement cost customers Data Centre database defined deliver detect device documents ensure environment escalation Event Management example Facilities Management formal functions identify impact implemented Incident and Problem Incident Management Infrastructure interface involved Ishikawa Diagram ITIL ITSM Known Error logged maintenance Management Lifecycle measure metrics Middleware ongoing Operations Management organization organization's outsourcing overall performance Plan proactive Problem Management Problem Record procedures Recovery Point Objective reporting Request Fulfilment resolution resolve responsible role schedules server Service Design Service Desk Service Level Service Level Agreement Service Operation staff Service Provider Service Requests Service Strategy Service Transition publication skills specific standard structure Super Users targets team or department Technical and Application Technical Management testing users