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Автор: [автор не указан]
Год: 2005
Издание:
[не указанo]
Страниц: 430
ISBN: 9077212434
Containing proven and practical implementation, maintenance, and optimization advice to the IT service and support environment. Authored by widely respected practitioners and experts, and developed with a hands-on approach. It provides a holistic view for setting up a Support Centre and gives a reference for Support managers to evolve their existing Support Centre, guidance to implementing ITIL processes and other Support Centre processes not in ITIL and a focus on operational metrics for the Support Centre.
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