2011 edition
Published by: Office of Government Commerce (OGC)

Service Operation introduces and explains delivery and control activities to achieve operational excellence on a day-to-day basis. Sharing a consistent structure with the other four core ITIL Version 3 (V3) publications, the various practice elements are easily navigated and extensively cross-referenced.

Concepts and guidance in Service Operation include:
• Application Management
• Change Management
• Operations Management
• Control processes and function
• Scaleable practices
• Measurement and control.

ITIL V3′s service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for IT Service Management (ITSM). Readers will find many of the familiar processes from the former Service Support and Service Delivery books, which have been updated where necessary. To receive future information about ITIL developments please join the ITIL Refresh Register (opens in a new window).

1 000 SEK

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