IT SERVICE MANAGEMENT: A CONCISE STUDY

S. A. KELKAR

nov 2011 · PHI Learning Pvt. Ltd.

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Today, besides focusing on technology and internal organization of the company, it has become important for IT service providers to focus on their service quality and relationship with customers. This book has been designed to equip them with the knowledge, skills and attitudes to deliver quality services and maintain strong business relations with their customers. Presented in concise form, the book not only discusses the essentials of theory and best practices followed in the industry but also emphasizes the service improvement process. The book is aimed at students of Computer Science and Engineering, Information Technology, MCA, M.Sc. (IT) and MBA. Besides, it is equally useful for IT professionals and Trainers.

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S.A. KELKAR, PhD (Michigan, USA), is Former Adjunct Professor in the Department of Computer Science and Engineering, Shailesh J. Mehta School of Management, Indian Institute of Technology Bombay. He has over 40 years of teaching experience in the field of software engineering, information systems, and related subjects. He is also a Visiting Faculty at several educational institutes in Mumbai. Besides, he has worked with reputed organizations such as Tata Consultancy Services, Aptech and Voltas.