Jan van Bon analyses the difference between functions and processes, in the book IT Service Management, Global Best Practices, Volume I (2008). This difference explains to a high degree why so many...
HDI Focus Book, 37 pages, 1994, Help Desk Institute Focus Books are designed to give a concise overview on a specific issue or topic. They provide valuable information and tips in an easy-to-read...
After Service Level Agreements (SLA) are made between IT providers and consumers, expectations and services to be rendered vary widely and standardization is often fragmented. This first-of-its-kind...
