Items related to Service Agreements: A Management Guide (Itsm Library)
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 ITIL® book. The ITIL® 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 ITIL® 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.
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From the Back Cover
This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.
"About this title" may belong to another edition of this title.
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Service agreements: a management guide (ITSM Library)
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Service Agreements : A Management Guide
Published by
Van Haren Publishing, 2006
ISBN 10: 9077212914
ISBN 13: 9789077212912
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Service Agreements: A Management Guide (ITSM Library)
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Managing Service Agreements: An Introduction
Published by
The Stationery Office/Tso, 2006
ISBN 10: 9077212914
ISBN 13: 9789077212912
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