Implementing Service and Support Management

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.