Looks at the processes of implementing and improving Service Support Centres.

The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and, Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

Preface
Introduction
1: Financial and Operations Management
2: Knowledge Management
3: Configuration Management
4: Change Management
5: Release Management
6: Incident Management
7: Problem Management
8: Service Level Management
9: Capacity and Workforce Management
10: Availability Management
11: IT Service Continuity Management
12: Customer Satisfaction Measurement
About the authors
Glossary