Overview

This exciting new text helps to position service management in the context of business performance management. Service Quality Management is introduced in detail given its relevance for the customers of service providers and its position in the complex value chain. The book starts with a review of the topic of business performance management, its key drivers and principles (measurement and management). Then it examines the value chain from wireline and wireless access to IT departments and content providers. The next section reviews the topic of service management in detail, putting it into the context of business performance management with special attention to the various perspectives of customers. The book concludes with a review on how to introduce service management solutions into the operation of service providers -- based on the collective experience of the authors over the last 5--6 years. Included are aspects of project and change management, business--case and ROI related models, as well as a brief overview about the key software suppliers in the industry. The explicit connection of business performance management and service management is both the key differentiator and the key value of the book. This approach is essential, given the strong link between services, technology, and the business of the telecommunications operator. Describes service management in detail and highlights its key role in the business performance of both wireless and wireline telecoms operators. Reviews the value chain of service providers from a business performance management angle. Uses the balanced score card method to demonstrate measurable effects on business performance. Covers project and change management, business--case and ROI related models as well as a brief overview of the key software suppliers in the industry Explains the different Service Level Agreements (SLAs) with examples. Delivers a crisp overview of the relevant standards, with recommendations and references to key enabling technologies. This book is suitable for technology executives and high--level managers of SPs who want to get an overview of the subject and further develop their strategy, network operation centre managers and engineers, Service Operation Centre managers and engineers, Service marketing managers, and Project Managers who need to shape the requirements of service management and/or get an understanding what is commercially achievable. Customer service managers, Consultants and System's Integrators to gain a better understanding of the primary business needs of their customers. It is also suitable graduate students in computer science, EE and Telecommunications for an introduction to the subject.

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