IT Service Management [Paperback] KELKAR


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.Table of ContentsPrefaceOverview of IT Service Management PresentationAbbreviations1. Strategic Role of It2. Basics of Service Management3. Strategizing Services4. Deploying Services5. Service Management: Strategic Processes6. Operating And Improving Services7. Service Management: Tactical ProcessesAppendicesA. Managing It FunctionB. Sources For Best PracticesC. Process For Service ImprovementSuggested Reading

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Weight 767 kg
Dimensions 5 × 5 × 5 cm




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