Operational Risk and Resilience

Service management

Introduction

The difference between success and failure in today’s business

environment is often dependent on organizations achieving

and maintaining ‘best in class’ service delivery levels with

processes that are more reliable, less costly, more efficient or

better than those of competitors.

At an operational level, the management of processes – partic-

ularly those supporting e-business initiatives – that meet or

exceed demanding strategic objectives and operational service

level requirements involves a number of core activities:

•

planning and maintenance;

•

defining performance measurement processes;

•

setting and monitoring operational ...