Incluye índice CONTENIDO: Introduction. -- Service management as a practice. -- Service operation principles. -- Service operation processes. -- Common service operation activities. -- Organizing for service operation. -- Technology considerations. -- Implementing service operation. -- Challenges, critical success factors and risks. -- Appendix A: Complementary industry guidance. -- B: Communication in service operation. -- C: Kepner and tregoe. -- D: Ishikawa diagrams. -- E: Detailed description of facilities management. -- F: Physical access control.