A Manager's Guide to Service Management - Softcover

Dugmore, Jenny; Lacy, Shirley

Softcover

ISBN 10: 0580427641 ISBN 13: 9780580427640

Publisher: BSI British Standards Institution, 2004

Synopsis

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.

About this title

Review

Service management is best expressed in terms of the relationships of multiple best practices, with each practice strength at the forefront of addressing particular performance and service improvements. This is an excellent book for a management understanding of the synergies between ITIL, IEC/ISO 20000 and CoBiT for service management. --Anthony Orr, Director in CTO office, BMC Software, Inc

Shirley and Jenny have produced a readable and practical book on SM that gives the reader an excellent understanding of service management and how it is linked to best practices (ITIL, COBIT and ISO 20000). It is an essential read for any professional in the service management industry who needs to get to grips with planning, implementing and supporting a successful service management. I thoroughly recommend it. --Kim Hamilton, Independent Project Manager

Shirley and Jenny have produced a readable and practical book on SM that gives the reader an excellent understanding of service management and how it is linked to best practices (ITIL, COBIT and ISO 20000). It is an essential read for any professional in the service management industry who needs to get to grips with planning, implementing and supporting a successful service management. I thoroughly recommend it. --Kim Hamilton, Independent Project Manager

About the Author

Jenny Dugmore works for Service Matters. Jenny has a background in consultancy and operational line management. She is chair of the ISO group responsible for 20000 series and is co-editor for the new ISO Guidance on the combined implementation of ISO/IEC 20000 and ISO/IEC 27001. She is chair of the ISO committee investigating joint ISO and OGC publications. She is involved in certification schemes and examination boards for ISO/IEC 20000. She is the UK Accreditation Service technical expert on service management. Jenny was winner of the itSMF-UK Lifetime achievement award in 2005. Shirley Lacy works for ConnectSphere and specialises in the application of service management best practices to deliver value from IT investments. Shirley is highly regarded within the industry and is an authority on service management practices. Shirley is a co-author of the OGC's ITIL Service Transition publication and project mentor for the ITIL update. Shirley has significant experience of helping organizations to adopt ITIL V3 practices and to achieve ISO/IEC 20000 certification. She holds the ITIL Expert certificate and is an accredited trainer for ITIL and ISO/IEC 20000. Shirley is the UK representative on the ISO group that develop IT service management and process assessment standards and the new ISO/IEC 31000 series.

Edition details

• Publisher: BSI British Standards Institution
• Publication date: 2004
• Language: English
• ISBN 10: 0580427641
• ISBN 13: 9780580427640
• Binding: Paperback
• Edition number: 5
• Number of pages: 148