Incluye índice. Al pie de portada: OGC ; ITIL Managing IT services CONTENIDO: Introduction. -- Establishing ITSM in small IT organisations. -- Managing a small IT organisation. -- A structure for ITSM in small IT organisations. -- Software tools. -- Processes on the fringe of ITSM. -- Measuring performance. -- Annex A. IT service management - task allocation guide. -- Annex B. Suggested contents for a user handbook.
