thirtynullfour | book review
Book review
Service Agreements: A Management Guide
by ItSMF International
HOW TO GET THE BEST FROM THEM
nullevenulloping and maintaining nullervice
nullnullevenullnull nullgreements is something
that organisations around the wornulld
strive to donull nullut what issues shounulld
they consider to nulle successfunullnull
T
his nullok is a guide to henull those
unfaminullar with nullervice nullgreements to get
a nulload understanding of what they arenullwho
the main stakehonullders are and what needs
to null done to get the nullst out of themnullIt
acknownulledges ITInullas nullone of the nulltter nullnd
more comprehensivenullframeworksnullnullIt uses
the term nullervice nullgreement nullnullnullrather than
nullervice nullevenullnullgreement nullnullnullnullfor those more
faminullar with the nullatternull
If you want to get a nulluick
management heads up on
service agreements then
this nullook winullnull null t the nullinullnull
nullapter 1 is a service management
overviewThis cnull overs anull the discipnullnes
needed to provide InullT services and how these
underpin successfunullnullnullnullIt anullo covers nullnullstructuresnullnullfecycnullenullsupporting documentation and
toonull in a nullogicanulland readanulle waynullknull ey to successfunullnullnull is to denull ne the nullnenull ts that each
stakehonullder group wounulld get form these and this is wenull documentednull
nullapter nulldescrinulls the nullfecycnulle for impnullementing service management and this is covers anull
the things that need to null in pnullace to denullver and maintain nullThis is a rnullnull eanully good checknullst of
what needs to null done and nully whomnullThe key messages here are to understand the customernulls
renullirements and devenullop effective renullationships with anull stakehonulldersnull
nullapter nulldiscusses a modenullof the devenullopment of a service catanulloguenullIt is the one area
where a nullttnulle more information wounulld have nullen usefunull
nullapter 4 is anullut service agreement and devenullopment and negotiation and is the most
detainulled part of the nulloknullnulley messages here are to devenullop good working renullationships with anull
stakehonullders in service managementnullcnullear denull nitions of services and their performance targetsnull
effective service reporting and reviewnullIt anullo covers the tricky area of poor service performance
and how to deanullwith thisnull
In summary if you want to get a nullick management heads up on service agreements then this
nullok winull null t the nullnullnull
Reviewed by Marek Ujma,
director, Beta IT Services Ltd
n
t
d
i
s
c
o
s
c
o
u
This nullook comes with a specianull 15null discount from nullan Haren nullunullnullishing
i
15%
u
n
d

t
enullcnullusivenully for readers of nullupportnullornulldnull nullimpnully use this codenull nullnullnullnullnullnullnullnull

t
when ordering your titnulle onnulline atnull wwwnullvanharennullnet
n
i
d
u o
c
s
october.november | 2009 www.supportworld.co.uk
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36