By implementing good practice in service offerings and agreements, IT departments can achieve high levels of customer satisfaction. An intermediate level guide for exam candidates and IT departments, this book provides clarification and expansion of the core ITIL® texts. This new edition reflects the current thinking from ITIL and is aligned to the latest syllabus for the Intermediate Certificate in Service Offerings and Agreements. An ITIL licensed product.
|Publisher:||BCS Learning & Development Limited|
|Product dimensions:||6.75(w) x 9.62(h) x (d)|
About the Author
Richard has worked as practitioner, trainer and consultant in all aspects of ITIL for a number of large and small organisations worldwide. He has been a question compiler and examiner at all levels for 14 years and uses the knowledge gained through training many courses to tailor his writing to the audience of potential candidates. Richard specialises in helping organisations adopt and adapt ITIL, enabling them to standardise processes and become more business-aligned