Author: Job ten Hagen Publisher: TSO (The Stationery Office)
'Designing and Transforming IT Organizations' is the introduction book to a series of (initially) six books that will provide background...
ASL, Architecture, BiSL, COBIT, Business Information Management, FSM, ISM, ISO 9000, Customer service & call center management, ISO/IEC 20000, ISO/IEC 27000, ITIL, MOF, SAME, Information management, IT service management, Knowledge Management, Maturity, Metrics, Monitoring & control, People, roles and tasks, Planning & scheduling, Procurement & vendor management, Workflow Management
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
Request fulfillment - Ten best practices for managing IT service requests
What does it take to create an actionable service catalog and an efficient request fulfillment process? This article by...
Service Resue! The first book on incident management & the helpdesk, based on a Service Management Architecture.
Architecture, ISM, Customer relationship management, Customer satisfaction, Customer service & call center management, ISO/IEC 20000, ITIL, Incident management, IT service management, People, roles and tasks, Service desks, (shared) service centers