A Manager's Guide to Service Management - Couverture souple

Dugmore, Jenny; Lacy, Shirley

Couverture souple

ISBN 10 : 0580427641 ISBN 13 : 9780580427640

Editeur : BSI Standards, 2004

A propos du livre

Revue de presse

Service management is best expressed in terms of the relationships of multiple best practices, with each practice strength at the forefront of addressing particular performance and service improvements. This is an excellent book for a management understanding of the synergies between ITIL, IEC/ISO 20000 and CoBiT for service management. --Anthony Orr, Director in CTO office, BMC Software, Inc

Shirley and Jenny have produced a readable and practical book on SM that gives the reader an excellent understanding of service management and how it is linked to best practices (ITIL, COBIT and ISO 20000). It is an essential read for any professional in the service management industry who needs to get to grips with planning, implementing and supporting a successful service management. I thoroughly recommend it. --Kim Hamilton, Independent Project Manager

Shirley and Jenny have produced a readable and practical book on SM that gives the reader an excellent understanding of service management and how it is linked to best practices (ITIL, COBIT and ISO 20000). It is an essential read for any professional in the service management industry who needs to get to grips with planning, implementing and supporting a successful service management. I thoroughly recommend it. --Kim Hamilton, Independent Project Manager

Biographie de l'auteur

Jenny Dugmore works for Service Matters. Jenny has a background in consultancy and operational line management. She is chair of the ISO group responsible for 20000 series and is co-editor for the new ISO Guidance on the combined implementation of ISO/IEC 20000 and ISO/IEC 27001. She is chair of the ISO committee investigating joint ISO and OGC publications. She is involved in certification schemes and examination boards for ISO/IEC 20000. She is the UK Accreditation Service technical expert on service management. Jenny was winner of the itSMF-UK Lifetime achievement award in 2005. Shirley Lacy works for ConnectSphere and specialises in the application of service management best practices to deliver value from IT investments. Shirley is highly regarded within the industry and is an authority on service management practices. Shirley is a co-author of the OGC's ITIL Service Transition publication and project mentor for the ITIL update. Shirley has significant experience of helping organizations to adopt ITIL V3 practices and to achieve ISO/IEC 20000 certification. She holds the ITIL Expert certificate and is an accredited trainer for ITIL and ISO/IEC 20000. Shirley is the UK representative on the ISO group that develop IT service management and process assessment standards and the new ISO/IEC 31000 series.

Détails de l'édition

• Éditeur: BSI Standards
• Date d'édition: 2004
• Langue: anglais
• ISBN 10: 0580427641
• ISBN 13: 9780580427640
• Reliure: Broché
• Nombre de pages: 148
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible