Customer Reviews:
Service Support.......2007-05-15
Ordered for another employee. I really haven't had any feed back on it.
Excellent Book on ITIL Process.......2007-05-03
This book is not so much a business books as it is a business process book. If you are looking for a book highlighting trends in the IT service industry, case studies and witticisms from proliferate CIO's then this is not the book for you. However, if process turns you on, keep reading. I have to admit to personally getting a little excited around process, particularly as it relates to IT, so you will have to excuse my bias as I approach this book review. Having admitted my bias, I will say that this is an amazingly straight-forward approach to IT Service process which has become industry standard. The book presents process in a way which is easy to understand while lacking the bureaucracy of many process documents which often puts readers to sleep.
Despite being a process oriented document, Best Practice for Service Support deals with many topics relevant to current technology management topics. This book is focused on IT but is equally applicable to Technology Operations and Support Services. It provides a high level look at systems integration from the perspective of integrated process for Incident Management and Change Control. This book also deals with Business Intelligence and Key Performance Indicators emphasizing the need to provide information about changes and incidents for users and managers.
Published in 2000, some of the book seems a little out of date. Concerns around the amount of bandwidth needed to handle request information flowing over a network seem antiquated in a world with such large network capacity. Other chapters which extol the benefits of a computerized ticketing system also feel out of place in a world where most service desks would not even consider running without a computerized ticketing system and where Open Source ticket systems are widely available for free. This is further reflected in the discussion of some very simple issues which have been answered by almost all modern ticket systems such as the need for unique identifier.
While some information may be outdated, most of the data is very relevant today. The book consistently provides simple, pragmatic, good advice such. This is reflected in the advice on implementing a new ticket system which I have found true in my own recent experience, "Start simple and expand as the business needs demand it" p. 43. The book provides good basic coverage of customer management and training. The process, specifically as they relate to Change Management clearly comes out of significant experience. The insight into the impact on the frequency of Requests for Change and the way in which this reflects on the business has been clearly demonstrated in my experience with day to day operations.
While ITIL started in Europe it has increasing influence in US and is becoming necessary for US companies looking to expand globally. In fact, the concepts and processes outlined in this book are so relevant that my company is currently looking to implement the Incident Management process outlined in this book. After much work developing a unique Incident Management process, investigation revealed the ITIL based process outlined in this book outlines a much more acceptable and industry standard approach. As outlined in figure 2, my company is implementing a tiered support model. This model will be integrated with the incident process model outlined in this book. Figure 3 shows our new process model derived almost directly from this text. The only issues we have run into are in updating and distributing the process. As it is sold by the United Kingdom government it has some pretty stringent copyright protection around it, only allowing one copy printed and only installation on a few computers making it difficult to modify to fit individual needs.
All-in-all Best Practice for Service Support provides a comprehensive guide to ITIL based support processes, very relevant to today. This is a must read for implementation of ITIL. For those who are working to implement ITIL based processes, this book should be supplemented by additional reading with some more practical implementation advice such as The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps. For anyone looking to standardized process across IT or Operations organizations ITIL and Best Practice for Service is the way to go.
This book is essential for ITIL Version 2 Exams --- Especially the Manager's Level Certification.......2007-01-19
I purchased this book and its companion, Service Delivery, to prepare for the Master's level exam administered in April, 2004. I read these books, made outlines, completed a practice exam and found that I was sufficiently prepared to pass the exam on my first try.
I know that some people will sit for the exam using other sources, such as their class notes or materials supplied by their training provider. I have an aversion to getting information too far removed from the primary source. Sometimes there is a reason you do not want to use a primary source. Perhaps the material is too sterile and you need the examples that secondary sources tend to provide. However, that is not the case for these books.
The material is well organized. The concepts within chapters are numbered, and the accompanying charts and graphs help clarify the ideas. The concepts are written in an easy to understand style. There is no reason to avoid reading this primary source of information.
On a cautionary note, you must decide whether you should purchase this version 2 book based on when you plan to sit for the certification exam. As you may have heard, Version 3 is scheduled for release in Spring 2007.
If you are wondering what will be different between the two versions, as well as what changes to expect in certification and examination, you can go straight to the source. I recommend that you read the ITIL Refresh News by Chief Architect Sharon Taylor.
You can find the article at www.itil.co.uk/news.htm. (Scroll down to the November 2006 entry entitled 'ITIL Refresh News, Autumn 2006' and click on the pdf entitled 'ITIL Refresh News 1st Edition.' You can register for ITIL Refresh News and email alerts at www.best-management-practice.com/ITILRefreshRegister.
Good luck and best wishes on the exam.
Official OGC material to prepare your ITIL Foundation Certificate.......2005-06-27
This is the OGC's official documentation, it has several typos but the content is very clear and well documented; very useful to prepare your ITIL Foundation Certificate - it might be wise to wait the new edition of ITIL V3.0 that will cover other ITSM topics
All the best,
Christophe Poizat
(...)
Official guide to 6 key ITIL processes.......2004-07-01
This is the official guide to service support, covering:
(1) Service Desk
(2) Incident Management
(3) Problem Management
(4) Configuration Management
(5) Change Management
(6) Release Management
Recommended if you are pursuing ITIL certification because this is the official guide, or wish to invest in reference material for a shared library when implementing ITIL. The service delivery topic is well covered from theory and practical perspectives, and the interrelationship between and among process areas are clearly depicted.
If you are merely exploring the benefits of the ITIL or want a condensed reference I recommend instead that you look at "IT Service Management: An Introduction" (ISBN 9080671347), which covers the six service support processes in sufficient detail to gain a solid understanding of them and what implementing them entails. Another resource I highly recommend is ITIL Community Forum, which you can reach by pasting the ASIN number B0002FP9PO into the search box on this page, selecting all products and clicking GO. This site has a link to an open source version of the ITIL documentation that is evolving, but contains good descriptions of many of the key process areas.
Book Description
Location-based Services (LBSs) are mobile services for providing information that has been created, compiled, selected or filtered under consideration of the users’ current locations or those of other persons or mobile devices. Typical examples are restaurant finders, buddy trackers, navigation services or applications in the areas of mobile marketing and mobile gaming. The attractiveness of LBSs is due to the fact that users are not required to enter location information manually but are automatically pinpointed and tracked.
This book explains the fundamentals and operation of LBSs and gives a thorough introduction to the key technologies and organizational procedures, offering comprehensive coverage of positioning methods, location protocols and service platforms, alongside an overview of interfaces, languages, APIs and middleware with examples demonstrating their usage.
- Explanation and comparison of all protocols and architectures for location services
- In-depth coverage of satellite, cellular and local positioning
- All embracing introduction to 3GPP positioning methods, such as Cell-Id, E-OTD, U-TdoA, OTDoA-IPDL and Assisted GPS
- Explains the operation of enhanced emergency services such as E-911
- Identifies unsolved research issues and challenges in the area of LBSs
This comprehensive guide will be invaluable to undergraduate and postgraduate students and lecturers in the area of telecommunications. It will also be a useful resource to developers and researchers seeking to expand their knowledge in this field.
Download Description
Location-based Services (LBSs) are mobile services for providing information that has been created, compiled, selected or filtered under consideration of the users current locations or those of other persons or mobile devices. Typical examples are restaurant finders, buddy trackers, navigation services or applications in the areas of mobile marketing and mobile gaming. The attractiveness of LBSs is due to the fact that users are not required to enter location information manually but are automatically pinpointed and tracked. This book explains the fundamentals and operation of LBSs and gives a thorough introduction to the key technologies and organizational procedures, offering comprehensive coverage of positioning methods, location protocols and service platforms, alongside an overview of interfaces, languages, APIs and middleware with examples demonstrating their usage. Explanation and comparison of all protocols and architectures for location services In-depth coverage of satellite, cellular and local positioning All embracing introduction to 3GPP positioning methods, such as Cell-Id, E-OTD, U-TdoA, OTDoA-IPDL and Assisted GPS Explains the operation of enhanced emergency services such as E-911 Identifies unsolved research issues and challenges in the area of LBSs This comprehensive guide will be invaluable to undergraduate and postgraduate students and lecturers in the area of telecommunications. It will also be a useful resource to developers and researchers seeking to expand their knowledge in this field.
Book Description
Location-based services (LBS) are a new concept integrating a users geographic location with the general notion of services, such as dialing an emergency number from a cell phone or using a navigation system in a car. Incorporating both mobile communication and spatial data, these applications represent a novel challenge both conceptually and technically.
The purpose of this book is to describe, in an accessible fashion, the various concepts underlying mobile location-based services. These range from general application-related ideas to technical aspects. Each chapter starts with a high level of abstraction and drills down to the technical details. Contributors examine each application from all necessary perspectives, namely, requirements, services, data, and scalability. An illustrative example begins early in the book and runs throughout, serving as a reference.
· This book defines the LBS field and identifies its capabilities, challenges, and technologies.
· The contributors are recognized experts from academia and industry.
· Coverage includes navigation systems, middleware, interoperability, standards, and mobile communications.
· A sample application, the "find-friend" application, is used throughout the book to integrate the concepts discussed in each chapter.
Download Description
This book contains invited chapters written by recognized experts in their respective topics, making it an authoritative and defining reference for this burgeoning field. Location-based services (LBS) are a new concept integrating geographic location (i.e., spatial coordinates) with the general notion of "services," such as auto emergency services and navigation systems, and mobile web services. With the development of mobile communication, these applications represent a novel challenge both conceptually and technically. This book describes in an accessible fashion the various concepts that serve as a support to mobile location-based services. The major issues to consider, together with their current solutions, are described formally and illustrated through a simple application.
Average customer rating:
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Service Management in Computing and Telecommunications (Artech House Telecommunications Library)
Richard Hallows
Manufacturer: Artech House Publishers
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ASIN: 0890066760 |
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- Highly repetitive and boring
- A Timely Topic
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Network Service Investment Guide: Maximizing ROI in Uncertain Times (Networking Council)
Mark Gaynor
Manufacturer: Wiley
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ASIN: 0471214752 |
Book Description
- This first-ever valuation guide shows how to select and manage network-based services to ensure maximum return on investment
- Explains how to manage the costs and tradeoffs between distributed and centralized management structures
- Shows how to avoid risking too much for too little return due to unpredictable overall market conditions
- Covers network-based services such as Internet access, application management, hosting, voice and data services, and the new breed of SOAP/XML Web services
Customer Reviews:
Highly repetitive and boring.......2004-06-08
Although the thesis of this book may be original, in that market uncertainty is related to the end-to-end nature of networks like the Internet, the same idea is repeated in various forms over and over again, making this a painful and not very satisfying read.
the same idea is repeated in various forms over and over again, making this a painful and not very satisfying read.
the same idea is repeated in various forms over and over again, making this a painful and not very satisfying read.
(this is how it feels to read the book)
(this is how it feels to read the book)
I'm done.
A Timely Topic.......2003-02-11
Talk about timing! Everyone should get their hands on this book. I had no idea how to figure out what to recommend to the higher-ups in these tight times. This book was a life-saver. If you can only buy one network service with the meager budget we all have these days, then this book will get you there."
Average customer rating:
- Exceptionally well thought out and written
|
Integrating Service Level Agreements: Optimizing Your OSS for SLA Delivery
John Lee , and
Ron Ben-Natan
Manufacturer: Wiley
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Foundations of Service Level Management
ASIN: 0471210129 |
Book Description
Service level agreements (SLAs) offer service providers a way to distinguish themselves from their competitors in today's volatile, hypercompetitive market. This book offers an innovative approach that takes full advantage of current interface, automation, and Internet-based distribution and reporting technologies.
* Addresses business-level SLAs, not just device-level SLAs
* Describes a revolutionary approach that combines network management, service management, field service activities, entitlement, and rating with workflow automation technologies
Customer Reviews:
Exceptionally well thought out and written.......2002-08-08
This book is among the most coherent and on target approaches to integrated service level management I've read. The most appropriate audience includes IT and switch engineering professionals in the wireless, LEC and CLEC industries, although those working for ISPs, manager service providers and ASPs will find the material closely aligned to their environments as well.
For the primary audience this book shows how to look beyond managing service levels and QoS at the infrastructure level. It looks at the much larger business picture with a focus on external customers. It does cover infrastructure, using TMN as the model, but the thrust is coordination of all customer-facing or service providing groups to provide a unified service delivery strategy.
I like the way the book starts by defining SLAs and showing how they are the foundation of service delivery. The models provided in Part I of the book were especially valuable. Part II ties together the preceding material to present an integrated model, which addresses both workflow and organizational factors. More importantly, this part of the book covers performance metrics (service level objectives), reporting and notification.
The approach and material in this book can be readily adapted to traditional IT service level management, and in particular the way the authors lead you through writing the SLAs and managing to them. What is missing in the book is a bigger view of how SLAs fit within a problem management framework, but this isn't an oversight given the scope of the book. For anyone who is interested in filling in this critical piece I recommend reading IT Problem Management by Gary S. Walker. Although that book is focused on IT, the approach will fit within the OSS environment, and the service level related information in that book is consistent with this one.
Book Description
Communication networks are very complex and interdependent systems requiring complicated management and control operations under strict resource and time constraints. A finite number of network components with limited capacities need to be shared for dynamically allocating a high number of traffic demands. Moreover, coordination of peer provider is required whenever these demands span domains controlled by distinct operators. In this context, traditional human-driven management is becoming increasingly inadequate to cope with the growing heterogeneity of actors, services and technologies populating the current deregulated market.
This book proposes a novel approach to improve multi-provider interactions based on the coordination of autonomous and self-motivated software entities acting on behalf of distinct operators. Coordination is achieved by means of distributed constraint satisfaction techniques integrated within economic mechanisms, which enable automated negotiations to take place. This allows software agents to find efficient allocations of service demands spanning several networks without having to reveal strategic or confidential data. In addition, a novel way of addressing resource allocation and pricing in a compact framework is made possible by the use of powerful resource abstraction techniques.
The book is addressed to researchers in the area of agent technology, automated negotiation, distributed constraint satisfaction, and networking, in particular for what concerns resource allocation and pricing. Furthermore, it should be a valuable resource for both network and service providers
Book Description
This digital document is a journal article from Telecommunications Policy, published by Elsevier in 2005. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.
Description:
The 'Grid', an initiative of the distributed computing community, offers unprecedented levels of computing power for organisations to apply to solving their business problems. Uniquely it also offers the communications infrastructure required to overcome the 'tyranny of distance' observed by Blainey (The Tyranny of Distance, Melbourne: Sun Books) in his analysis of the socio-economic development of Australia. However, recent reports of the 'death of distance' and consequent strategies of trans-national companies to centralise their operations are tempered by reports of a growing 'psychic' distance with their customers. This paper reports the application of high-performance computing (HPC) to modelling consumer behaviour within a large UK financial services company in order to predict not only 'if' a certain type of customer behaviour was likely to occur, but also 'when'. The resultant impact on their customer relationship management strategy leads to the observation that Grid Computing should offer many new opportunities for managing the problem of 'psychic' distance that attends a strategy of revenue growth through widening the geographic scope of operations, and scale efficiencies through physical centralisation.
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Intelligent Agents for Telecommunication Applications: Third International Workshop, IATA'99, Stockholm, Sweden, August 9-10, 1999, Proceedings (Lecture ... / Lecture Notes in Artificial Intelligence)
Manufacturer: Springer
ProductGroup: Book
Binding: Paperback
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ASIN: 3540665390 |
Book Description
This book constitutes the refereed proceedings of the Third International Workshop on Intelligent Agents for Telecommunication Applications, IATA'99, held as an IJCAI'99 Workshop in Stockholm, Sweden, in August 1999.The 14 revised full papers presented were carefully reviewed and selected for inclusion in the book. The papers are organized in topical sections on architectures, tools, and languages; network management; electronic commerce; and telecommunication services.
Average customer rating:
- A unifying book on performance guarantees
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Performance Guarantees in Communication Networks (Telecommunication Networks and Computer Systems)
Cheng-Shang Chang
Manufacturer: Springer
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ASIN: 1852332263 |
Book Description
Providing performance guarantees is one of the most important issues for future telecommunication networks. This book describes theoretical developments in performance guarantees for telecommunication networks from the last decade. Written for the benefit of graduate students and scientists interested in telecommunications-network performance this book consists of two parts. The first introduces the recently-developed filtering theory for providing deterministic (hard) guarantees, such as bounded delay and queue length. The filtering theory is developed under the min-plus algebra, where one replaces the usual addition with the min operator and the usual multiplication with the addition operator. As in the classical linear system theory, the filtering theory treats an arrival process (or a departure process ) as a signal and a network element as a system. Network elements, including traffic regulators and servers, can be modelled as linear filters under the min-plus algebra, and they can be joined by concatenation, "filter bank summation", and feedback to form a composite network element. The problem of providing deterministic guarantees is equivalent to finding the impulse response of composite network elements. This section contains material on:
- (s, r)-calculus
- Filtering theory for deterministic traffic regulation, service guarantees and networks with variable-length packets - Traffic specification
- Networks with multiple inputs and outputs
- Constrained traffic regulation
The second part of the book addresses stochastic (soft) guarantees, focusing mainly on tail distributions of queue lengths and packet loss probabilities and contains material on:
- (s(q), r(q))-calculus and q-envelope rates
- The large deviation principle
- The theory of effective bandwidth
The mathematical theory for stochastic guarantees is the theory of effective bandwidth. Based on the large deviation principle, the theory of effective bandwidth provides approximations for the bandwidths required to meet stochastic guarantees for both short-range dependent inputs and long-range dependent inputs.
Customer Reviews:
A unifying book on performance guarantees.......2001-01-21
This book provides a unified view of almost all work done in the field of formal performance guarantees for packets computer networks. The style is extremely formal and unless you already read some of the referring papers, you'll be lost within some couple of pages. It is however a very good book providing a different view of what is called performance guarantees using a deterministic formalism (opposed to statistical). Part two of the book called "stochastic guarantees" is somewhat difficult to read because it requires some important background in stochastic processes you're not due to know as a computer scientist. This second part requires learning advanced stochastic modeling concepts (Wolff for example)...
The reason for not giving 5 stars is ... the lack of explanations that force the reader to search somewhere else in order to understand what the author is talking about !
In summary, this is a good book .... But if you're involved in packet networks performance analysis, it's worth the effort....
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![The Grid and CRM: from 'if' to 'when'? [An article from: Telecommunications Policy]](http://ecx.images-amazon.com/images/I/21A6JMGP8ML.jpg)