Johnston / Benyon Service Agreements - A Management Guide

1. Auflage 2006
ISBN: 978-90-8753-188-1
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 102 Seiten

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.

Autoren/Hrsg.

Johnston, Robert

Benyon, Robert

Inhaltsverzeichnis

1;Foreword;6
2;Acknowledgments;7
3;Introduction;10
4;1 A Service Management Overview;12
4.1;1.1 Managing Service Levels;12
4.2;1.2 Definitions of Service Management;13
4.3;1.3 Elements of Service Management;14
4.4;1.4 The Importance of Service Management;25
4.5;1.5 The Benefits of Service Management;26
4.6;1.6 Return on Investments in Service Management Solutions;29
4.7;1.7 Current Service Management Problems;32
4.8;1.8 Successful Service Management;36
4.9;1.9 A Framework for Service Management;37
4.10;1.10 Conclusion;40
5;2 A Framework for the Implementation of Service Management;42
5.1;2.1 Introduction;42
5.2;2.2 Phase 1: Foundation;43
5.3;2.3 Phase 2: Managed Services;52
5.4;2.4 Conclusion;56
6;3 A Model for the Development of a Service Catalogue;58
6.1;3.1 Introduction;58
6.2;3.2 Components of the ICT Service Catalogue;59
6.3;3.3 Service Catalogue Development;59
6.4;3.4 Conclusion;62
7;4 A Model for the Negotiation and Development of Service Agreements;64
7.1;4.1 Introduction;64
7.2;4.2 The Development Team;64
7.3;4.3 Development Principles;65
7.4;4.4 The Service Level Agreement Specification;86
7.5;4.5 Sign-off and Promotion;87
7.6;4.6 Conclusion;88
8;5 Conclusion;90
9;6 Bibliography;92