Jan van Bon analyses the difference between functions and processes, in the book IT Service Management, Global Best Practices, Volume I (2008). This difference explains to a high degree why so many...
Application Management, Architecture, Asset & Configuration Management, Availability Management, Capacity Management, Change & Release Management, ISM, Continuity Management, Customer satisfaction, Customer service & call center management, ISO/IEC 20000, ITIL, Financial Management (Cost Mgt), Incident management, Infrastructure management, IT service management, Maturity, People, roles and tasks, Performance management, Portfolio management, Procurement & vendor management, Project management, Risk management, problem management, Security Management, Service Level Agreements, Service Level Management, Standards, guidelines, certificates, Testing, Tools, Workflow Management
As IT services are becoming commodities, IT must change the way it views its relationship with business units and end users. A critical step in this journey is the creation of a service catalog which...
Service Level Management and the Service Manager
Author:William Redmond, Job Ten Hagen, Jan Van Bon
Publisher:TSO (The Stationery Office) £45.00
'Service Level Management and the Service Manager...
Management of the Service Level Agreements with the Service Definitions Framework of Hypersoft OmniAnalyser.
Do you know what the single biggest error is that people make when they start out to make a service catalog? Have you ever seen one?
Did you know that you should develop a service portfolio before a...
An IBM redbook on Service Level Management, free downloadable.
Note: big file: >9 MB!
The Quality Improvement Initiative - Step One - Service Level Management by Malcolm Fry
Seneca white paper with sample SLA