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ISBN 10: 9077212914
ISBN 13: 9789077212912
Author: Robert Benyon, Rob Johnston
Note: This book is available in several languages: Chinese, English. 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.
1 A Service Management Overview
1.1 Managing Service Levels
1.2 Definitions of Service Management
1.3 Elements of Service Management
1.4 The Importance of Service Management
1.5 The Benefits of Service Management
1.6 Return on Investments in Service Management Solutions
1.7 Current Service Management Problems
1.8 Successful Service Management
1.9 A Framework for Service Management
1.10 Conclusion
2 A Framework for the Implementation of Service Management
2.1 Introduction
2.2 Phase 1: Foundation
2.3 Phase 2: Managed Services
2.4 Conclusion
3 A Model for the Development of a Service Catalogue
3.1 Introduction
3.2 Components of the ICT Service Catalogue
3.3 Service Catalogue Development
3.4 Conclusion
4 A Model for the Negotiation and Development of Service Agreements
4.1 Introduction
4.2 The Development Team
4.3 Development Principles
4.4 The Service Level Agreement Specification
4.5 Sign-off and Promotion
4.6 Conclusion
5 Conclusion
6 Bibliography
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Tags: Robert Benyon, Rob Johnston, Service, Agreements
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