Implementing Service and Support Management Processes (english version)

This title contains proven and practical implementation, maintenance, and optimization advice for processes key to the IT service and support center environment. Developed with a hands-on approach and authored by several widely respected practitioners and experts, the title provides advice and assistance on how best to implement service management using the experience of those with a strong track record of success in “the real world”. The book:
· provides a holistic view for setting up a Support Center and provides a reference for Support Managers as they evolve their existing Support Center,
· provides prescriptive guidance to implementing ITIL® processes and other Support Center processes not in ITIL,
· provides a focus on operational metrics for the Support Center.

The title looks in detail at the following processes:
· Financial and Operational Management
· Knowledge Management
· Configuration Management
· Change Management
· Release Management
· Incident Management
· Problem Management
· Service Level Management
· Capacity and Workforce Management
· Availability Management
· IT Service Continuity Management
· Customer Satisfaction Measurement

Each process includes:
· Overview· Key Inputs and Outputs
· Possible Problems
· Little Things that Always Get Forgotten
· Implementation
· Communication
· Responsibilities and Deliverables
· KPIs
· Optimization
· Checklists, Examples and Sample Documents

This title contains practical advice to anyone involved in a Support Center environment. All levels of management for both internal and external Support Centers can use this practical guide to implement, manage and optimize all relevant Support Center processes. Business managers will find the book helpful in understanding and supporting the establishment of best practice Support Center services that interact strategically and appropriately with the overall IT organization.

Many best practice approaches are available in the industry and the advice given is consistent with many widely accepted standards, including ITIL.