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A Manager s Guide to IT Service Management 6th Edition by Jenny Dugmore, Shirley Lacy ISBN 0580728455 9780580728457

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A Manager s Guide to IT Service Management 6th edition Edition Jenny Dugmore Digital Instant Download

Author(s): Jenny Dugmore, Shirley Lacy
ISBN(s): 9780580728457, 0580728455
Edition: 6th edition
File Details: PDF, 1.29 MB
Year: 2011
Language: english
SKU: EB-4723210 Category: Tags: ,

A Manager s Guide to IT Service Management 6th Edition by Jenny Dugmore, Shirley Lacy – Ebook PDF Instant Download/Delivery: 0580728455, 9780580728457
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Product details:

ISBN 10: 0580728455 
ISBN 13: 9780580728457
Author: Jenny Dugmore, Shirley Lacy 

This book is intended to meet the need for a generic, broadly based book on service management. The managers guide provides a basic introduction on how service management best practices and standards can help a service provider to deliver services that add value for customers at the right cost and risk. It describes service management concepts and the broader service management landscape. The aim of this 6th edition is to substantially re-focus the 5th edition to give a broader based picture of the most important service management best practices, how they relate and how they can (or cannot) be used together.

A Manager s Guide to IT Service Management 6th Table of contents:

Introduction to IT Service Management
The ITIL Framework
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Implementing IT Service Management
Measuring and Reporting Performance
Managing People and Resources
Case Studies and Best Practices

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Jenny Dugmore,Shirley Lacy,IT Service