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  • Operational Support and Analysisby John Sansbury

    BCS Learning & Development Limited 2014; US$ 46.99

    SECTION 1: INTRODUCTION 1. The concept of service management as a practice 2. The concept of service, its value proposition and composition 3. The functions and processes across the lifecycle 4. The role of processes in the service lifecycle 5. How service management creates business value 6. How operational support and analysis supports... more...

  • Service Level Managerby John Sansbury

    BCS Learning & Development Limited 2016; US$ 30.99

    The role of service level manager is critical in that the agreements negotiated with customers should inform the activities of the service provider. This book aims to help those whose role is to establish, negotiate, manage or update service level agreements and to use these as the basis of continual service improvement. more...

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