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Today, besides focusing on technology and internal organization of the company, it has become important for IT service providers to focus on their service quality and relationship with customers. This book has been designed to equip them with the knowledge, skills and attitudes to deliver quality services and maintain strong business relations with their customers. Presented in concise form, the book not only discusses the essentials of theory and best practices followed in the industry but also emphasizes the service improvement process.
The book is aimed at students of Computer Science and Engineering, Information Technology, MCA, M.Sc. (IT) and MBA. Besides, it is equally useful for IT professionals and Trainers.
Contents:
Preface
Overview of IT Service Management Presentation
Abbreviations
1. STRATEGIC ROLE OF IT
2. BASICS OF SERVICE MANAGEMENT
3. STRATEGIZING SERVICES
4. DEPLOYING SERVICES
5. SERVICE MANAGEMENT: STRATEGIC PROCESSES
6. OPERATING AND IMPROVING SERVICES
7. SERVICE MANAGEMENT: TACTICAL PROCESSES
APPENDICES
A. Managing IT Function
B. Sources for Best Practices
C. Process for Service Improvement
Suggested ReadingISBN - 9788120344846
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Pages : 588
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