Published by: VAN HAREN PUBLISHING
Author: van Bon, J
Number of pages: 90
Group: ITIL
ISBN: 9077212914/9789077212912
User level: Intermediate/Advance
Objective: Reference
Date Published: September 2006
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Many organizations are demanding increased quality levels from ICT service providers, often irrespective of whether these services are outsourced or supplied in-house. Service management (SM) is the integrated approach to the management of ICT service requirements and levels.

This new publication outlines the background, operation and benefits of a variety of service agreements, and includes models for the design of a service catalogue and service agreement development.