Service‐Center Management
Richard E. Cascarino · 2012
This chapter introduces service-centre management and the maintenance of information systems and technical infrastructures. These involve the use of appropriate tools designed to control the introduction of new and changed products into the service centre environment and includes such aspects as security management, resource/configuration management, and problem and incident management. The key management principles involved in management of operations of the infrastructure (central and distributed), network management, and risk management are outlined as is both the need for customer liaison as well as the management of suppliers. Service delivery is generally taken to be the sum total of a variety of individual tasks to be undertaken by IT management.