Description

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Recognizing the truth of IT service delivery, this instructional manual takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk. Techniques, charts, methods, case studies and anecdotes are included to support the points made in the text. The author encourages the reader to formulate an end-to-end IT service process by using a step-by-step approach. Integration in IT is encouraged and this book should therefore be useful for managers involved in the field of unified process.