Overview

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include: Application Management, Change Management, Operations Management, Control processes and function, Scaleable practices, and, Measurement and control.

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9780113310463

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