INTRODUCTION
HOW TO USE THIS BOOK
This book covers everything you need to know in order to pass the Service Management Foundation exam. However, we also recognise that many people simply want to understand service management without necessarily taking the exam itself. This book caters for both needs through its simple four-section structure.
- Section 1: An overview that introduces the basic concepts of service management and good practice, the service management framework, the service lifecycle and some of the key service management concepts such as processes, functions and roles.
- Section 2: A view of each of the five stages of the service lifecycle from service strategy to continual service improvement. Each chapter contains an easy-to-read ...
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