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(Ebook) Knowledge Management Best Practice WorkBook 1st Edition by Ivanka Menken, Gerard Blokdijk ISBN 9781921523380 1921523387

  • SKU: EBN-1979826
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Instant download (eBook) Knowledge Management Best Practice WorkBook: Roadmap, Transition, Management, Implementation and Project Plan - Ready to use supporting documents bringing Theory into Practice after payment.
Authors:Ivanka Menken, Gerard Blokdijk
Pages:94 pages.
Year:2008
Editon:Workbook
Language:english
File Size:1.18 MB
Format:pdf
ISBNS:9781921523380, 1921523387
Categories: Ebooks

Product desciption

(Ebook) Knowledge Management Best Practice WorkBook 1st Edition by Ivanka Menken, Gerard Blokdijk ISBN 9781921523380 1921523387

(Ebook) Knowledge Management Best Practice WorkBook 1st Edition by Ivanka Menken, Gerard Blokdijk - Ebook PDF Instant Download/Delivery: 9781921523380 ,1921523387
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Product details:

ISBN 10: 1921523387
ISBN 13: 9781921523380
Author: Ivanka Menken, Gerard Blokdijk

Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs). This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating Service Level Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. The book starts with an initial strategy that is focused on planning Service Level Management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for Service Level Management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a Service Level Management implementation early in its life by offering too much before there is a stable Service Level Management process in place. This book is realistic and lays the foundation for a successful implementation. The section on the actual design of the Service Level Management structure provides insights and information that can be applied to a large number of solutions. Since Service Level Management will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure Service Level Management to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when Service Level Management is established. This book gets into the meat by thoroughly covering the processes that are essential to running Service Level Management. There are many topics that stand out as both unique [to books of this genre] and reflect best practices by the best-run Service Level Management initiatives. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT. Professional resources and underlying technology are provided in detail. This book contains an in-depth coverage of operational requirements for Service Level Management once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done by most Service Level Management initiatives. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of Service Level Management to IT and business management. You will find this book to be one of the best for planning and implementing world-class Service Level Management.

(Ebook) Knowledge Management Best Practice WorkBook 1st Edition Table of contents:

  1. Service Level Management Presentation

  2. Supporting Documents

  3. Objectives and Goals

  4. Business Justification Documents

  5. SLM Scope

  6. Policies Objective and Scope

  7. Service Level Requirements

  8. Technical Specifications

  9. Functional Specifications

  10. Multi-Level Based SLA

  11. Service Based SLA

  12. Customer Based SLA

  13. Underpinning Contracts

  14. Service Options

  15. Price List

  16. Service Catalog

  17. Communication Plan

  18. Business and IT Service Mapping

  19. Reports, KPIs, and Metrics

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Tags: Ivanka Menken, Gerard Blokdijk, Knowledge Management, WorkBook

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