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Service Support (CCTA): Part 15 (IT Infrastructure Library)

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Service Support (CCTA): Part 15 (IT Infrastructure Library) (Paperback)

by Central Computer & Telecommunications Agency (Author)

4.0 out of 5 stars See all reviews (2 customer reviews)

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This item: Service Support (CCTA): Part 15 (IT Infrastructure Library) by Central Computer & Telecommunications Agency
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Service Delivery: Part 17 (IT Infrastructure Library) by Great Britain. Office of Government Commerce
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Planning to Implement Service Management (IT Infrastructure Library) by Vernon Lloyd
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Product details

Paperback: 200 pages
Publisher: Stationery Office Books (30 April 2000)
Language English
ISBN-10: 0113300158
ISBN-13: 978-0113300150
Product Dimensions: 29.2 x 21 x 2 cm

Average Customer Review: 4.0 out of 5 stars See all reviews (2 customer reviews)

Amazon.co.uk Sales Rank: 215,609 in Books (See Bestsellers in Books)
Popular in this category:
#98 in Books > Reference > Other Reference By Subject > Student Guides > Research

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Product Description

This work draws together the advice provided in the five core books by CCTA on service support. It covers: change management; configuration management; help desk management; problem management; software release and rollout; and an explanation of the links between the disciplines.

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Customer Reviews

2 Reviews

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4.0 out of 5 stars (2 customer reviews)

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Most Helpful Customer Reviews

52 of 59 people found the following review helpful:

5.0 out of 5 stars Excellent guide to improving Levels of Service, 1 Nov 2000

By A Customer

This book looks at ways IT service delivery can be improved and suggests methods and guidelines to follow with a view to setting a industry standard, the book covers many subjects including Service Level Management, helpdesk Procedures, Change management processes and promotes the act of Proactive customer support, ITIL is a standard that will help improve customer service across the IT industry well worth the money.

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5 of 8 people found the following review helpful:

3.0 out of 5 stars Useful to work with, hard to read, 12 May 2005

By	Ober, Yvonne - See all my reviews (REAL NAME)

As a consultant in ITSM I have to read this book, but basically it is not readable like a novel or anything like this. It is typ of referenc when it comes to ITIL. And here we have nothing else of importance than this book. So I use it day to day to search for phrases, catching up specific topics of interesst and refresh on certain areas.

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