A manager's guide to service management

• Main Author: Dugmore, Jenny
• Corporate Author: British Standards Institution
• Other Authors: Lacy, Shirley
• Format: Electronic eBook
• Language: English
• Published: London : BSI, 2011.
• Edition: 6th ed.
• Subjects: Service industries > Management.; elektronické knihy; electronic books
• ISBN: 9781621984580; 1621984583; 9780580728457; 0580728455
• Physical Description: 1 online resource (xvi, 148 pages) : illustrations
• Item Description: "BIS order ref: BIP 0005"--Page 4 of cover
• Access: Plný text je dostupný pouze z IP adres počítačů Univerzity Tomáše Bati ve Zlíně nebo vzdáleným přístupem pro zaměstnance a studenty

This Sixth Edition includes content and wording that align it closely to the First Edition of ISO/IEC 20000-1. However the landscape for service management standards, best practices, frameworks, as well as supporting books has changed in the years since the Fifth Edition. There is now more need for a managers guide that describes the wider range of standards (including the full 20000 series), other standards, such as those for software asset management, information security, applications management, IT enabled services and business process outsourcing. This book is intended to meet the need for a generic, broadly based book on service management. It provides a basic introduction on how service management best practices and standards can help a service provider to deliver services that add value for customers at the right cost and risk. It describes service management concepts and the broader service management landscape.