Written by two of the world's foremost authorities on service management,
this
hands-on book gives you a front-row seat to one of the most significant
business
transformations in history. You'll not only understand the magnitude of
the changes but
you'll have a head start on winning the race. See how service management
excellence
can transform your operations; discover ways to minimize risk and protect
your
investment in technology; learn where automation, process flow-through,
and systems
integration can help your bottom line; and recognize pitfalls and how to
avoid them.
This highly readable guide is filled with scenarios, case studies, and
anecdotes. It also
contains information on worldwide industry collaborations such as the Network
Management Forum's SMART, SPIRIT, and OMNI-Point programs.
Book News, Inc., 11/01/96:
An examination of telecommunications competitiveness from a customer service
oriented view doesn't supply new information but does outline the key elements
in
service management. Adams and Willetts (Chief Operating Officer and President
of
Network Management Forum (NMF)) cover the principles of system integration
and
system architecture, concluding with a hard sell for NMF's SMART, SPIRIT,
and
OMNI-point programs. Includes some diagrams. Lacks a bibliography. Annotation
c. by
Book News, Inc., Portland, Or.
Table of Contents
Foreword
Acknowledgments
Preface
Ch. 1. The Sleeping Giant Awakens
Ch. 2. Balancing the Three-Legged Stool: Service Management Excellence
Ch. 3. What Is Service Management?
Ch. 4. Looking Inside the Service Management Layer
Ch. 5. Service Management Requirements of Service Providers
Ch. 6. Service Management Perspectives of Private Enterprise Network Operators
Ch. 7. What Do We Mean by Integration?
Ch. 8. Process-Level Integration
Ch. 9. System-Level Integration
Ch. 10. What Interoperability Means between Management Systems
Ch. 11. An Integration Architecture for Service Management
Ch. 12. Barriers to Service Management Excellence
Ch. 13. Introducing the NMF
Ch. 14. Getting SMART About Business Process Agreements
Ch. 15. OMNIPoint: From Business Agreements to Technical Solutions
Ch. 16. Underneath It All: The Systems View from SPIRIT
Ch. 17. Taking Advantage of the NMF's Programs
Ch. 18. Making the Business Case for Service Management Excellence
Ch. 19. Building an Individual Project Case
Ch. 20. Working with Constituencies to Effect Service Improvements
Ch. 21. Choosing a Practical Implementation Approach
Ch. 22. Putting Principle into Practice
Ch. 23. Wrapping It Up and Taking It Home
Index