Product Description

This work draws together the advice provided in the five core books by CCTA on service support. It covers: change management; configuration management; help desk management; problem management; software release and rollout; and an explanation of the links between the disciplines.

Product Details

• Amazon Sales Rank: #159521 in Books
• Published on: 2000-04-30
• Original language: English
• Binding: Paperback
• 200 pages

Customer Reviews

Excellent guide to improving Levels of Service
This book looks at ways IT service delivery can be improved and suggests methods and guidelines to follow with a view to setting a industry standard, the book covers many subjects including Service Level Management, helpdesk Procedures, Change management processes and promotes the act of Proactive customer support, ITIL is a standard that will help improve customer service across the IT industry well worth the money.

Useful to work with, hard to read
As a consultant in ITSM I have to read this book, but basically it is not readable like a novel or anything like this. It is typ of referenc when it comes to ITIL. And here we have nothing else of importance than this book. So I use it day to day to search for phrases, catching up specific topics of interesst and refresh on certain areas.