文档介绍：Services essfully delivered into the live environment cannot
deliver value unless they are managed effectively on a day-
to-day basis to ensure that service expectations are met or
exceeded. It is here, at the customer interface, that perceptions
about your performance as a service provider are created.
ITIL Service Operation introduces and explains delivery and
control activities that support high-quality service operation.
Use of the guidance will help to ensure a balanced and fl exible
approach to service provision, setting you fi rmly on the road to
achieving excellence as a service provider.
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7188 ITIL SO AN Cover 1-3 11/07/2011 10:56
ITIL® Service Operation
London: TSO
1 12/7/11 14:27:36
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