By Jenny Dugmore

ISBN-10: 0580728455

ISBN-13: 9780580728457

* This publication is meant to satisfy the necessity for a widely used, largely established publication on provider administration. * The managers' consultant offers a uncomplicated advent on how carrier administration top practices and criteria might help a merchant to carry prone that upload worth for patrons on the correct expense and probability. * It describes provider administration techniques and the wider carrier administration panorama. * the purpose of this sixth version is to considerably re-focus the fifth variation to provide a broader dependent photo of an important provider administration most sensible practices, how they relate and the way they could (or can't) be used jointly.

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This also has the advantage of helping a service provider deal with the peaks and troughs in activity. Mixed responsibilities also reduce dependence on key individuals. In order to create teams of staff with appropriate levels of competence the service provider should decide on the optimum mix of short-term and permanent recruits. The service provider should also decide on the optimum mix of new staff with the skills required and retraining of existing staff. Factors that should be considered when establishing the most suitable combination of approaches include: • • • • • short-term or long-term nature of new or changed competencies; rate of change in the skills and competencies; expected peaks and troughs in the workload and skills mix required, based on current and future technology, service management and service improvement planning; availability of suitably competent staff; staff turnover rates; 35 Chapter 5 • • People and the SMS succession planning; training and professional development plans.

Staff that are involved in this way will buy into the planned changes because they understand the benefits and how they personally will be affected. A good project or programme management method should be used to ensure that the objective and benefits of service management are achieved within time, cost and quality constraints. Planning which approach to establishing the SMS is most suitable should take into account the following checklist items. Strategic perspectives 1. Business need for the new or changed service management processes.

Configuration management involves the unique identification, recording and reporting of components, their versions, constituent components and relationships. The term ‘asset management’ is largely synonymous with ‘configuration management’, but is usually used for configuration items with a financial value. Change management reduces the risk of service or financial loss, fraud, fines, wasted resources, security breaches and damage to the service provider’s reputation. Change management plays an important role in providing an audit trail of events for regulatory reasons.

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A Manager's Guide to IT Service Management by Jenny Dugmore


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